Avoid the customer service positions at all costs.
Gut am Arbeitgeber finde ich
Only good thing about them is that you can work from home. That’s it. But even then, if you’re close to the main office they can force you to go to the office.
Schlecht am Arbeitgeber finde ich
-bad wages
-micromanaging (listening to your calls and going through a checklist)
-unwillingness to hire enough people, leading to a short staffed stressful job
-not caring about employees, not involving them in the decisions
-unstable job conditions, as employees leave often and teams are disbanded
-big wall between the support employees and management
-bad protection against abusive customers
-unreasonable expectations (getting reprimanded for taking too long on a call, expecting to finish tickets in 30 seconds after a call, expecting to do a very high amount of tickets/calls)
-productivity is measured by number of tickets/calls done ONLY. Every other task that has to be done to solve the ticket is not counted for productivity.
-very bad training, not nearly enough time. Employee is expected to learn as he takes calls.
-Zero flexibility (mostly due to lack of employees).
-front desk ladies are super rude
-stressful unfriendly environment created by management
Verbesserungsvorschläge
Hire more people. Have a stable team that is paid well, so the employees don’t leave. Hire enough people. Do seasonal hires if you have to. Don’t force this huge stressful workload on your employees, they will just leave. Hire more people so they can take breaks, take the time to do their work properly, and go to the bathroom in peace. People are not robots, they need time and space to breathe.
Stop micromanaging people. It makes the employees stressed and resentful towards their managers. It’s been proven that micromanaging at work is counter productive, I don’t understand why it’s still being done.
Pay a decent wage.
Arbeitsatmosphäre
Atmosphere is the usual call center atmosphere. Stressful, constant surveillance, no privacy, no room to breathe, micro-managing superiors.
Kommunikation
Sure, they communicate to tell you how bad you're doing.
Kollegenzusammenhalt
Most of my colleagues were very friendly and empathetic, since they were in the same position as I, excluding our manager.
Work-Life-Balance
Very bad. Holiday availability depends on how many people are working. If most of the team already left for another job, you can't really go on holiday. During working hours, you can hardly move away from the computer. If you take too long in the bathroom, they’ll message you. Breaks are decided ahead of time for you, so there’s no flexibility. The schedules are so strict, I used to have dreams about being late to work and getting reprimanded.
Vorgesetztenverhalten
Our supervisor was just a puppet for the higher ups. They made all the decision, and all our supervisor did was inform us. Our opinion did not matter, we were not involved in decision making in any way. Even when we complained, it genuinely did not matter. Their goals were also ridiculously high, based on nothing but numbers and not actual work.
Interessante Aufgaben
Workload distribution is completely unfair given that they don’t have enough employees. At some point in my position, there were only 2 support agents for 3 countries. It was stressful and overwhelming, constant stream of calls and emails. So much that they brought agents from other positions to help us in a language they did not speak, but still did not hire more people.
Gleichberechtigung
Diversity was normal, didn't really notice it.
Umgang mit älteren Kollegen
Older workers were common. But long serving employees were not valued at all. They were still overwhelmed with tasks they had to do because we were short staffed. Some were paid less than new employees. They consistently left the company for better jobs.
Arbeitsbedingungen
No major complaints, The equipment was old, but it worked properly. Office was comfortable enough. Chairs were the best part.
Umwelt-/Sozialbewusstsein
Never saw anything about this.
Gehalt/Sozialleistungen
Wages are way too low, specially for such a stressful job. Specially when they’re understaffed. You get paid more if you know more languages (excluding English), so German workers were usually paid less than those from other countries. Salaries don’t correspond to responsibilities at all, as longer-serving employees in high positions were often paid less than new ones.
Image
I never met a single person that enjoyed working there. All the colleagues in my team slowly quit over the course of the year, to the point where there was only 1 person left. And they were also looking for a new job. Even my manager quit.
Karriere/Weiterbildung
Never saw much about this. I felt like there was no place for growth at all.