Good for those looking for an entry into Customer Service but Kindergarten style. - CS Guest Specialist Booking.com Employee Review

Enjoyed working here and good for those who studying or need entry into Customer Service world. Enjoyed dealing with different customers. However too much favouritism. Unless you don't fit into certain ethnic backgrounds hard to get promoted. Also if you attend every Freaky Friday/Social Event you are one of their favourites. Some staff have so much potential to be TL's and work so hard on their personal development even committing themselves out of their usual work schedule and doing more than required however management end up hiring 80% of TL's from outside who have no knowledge of procedures. Too many changes which do not even benefit anyone such a calling the TL line for advice. Most of the time they are not seen at their desk or do not know the answer. Understand they will receive training however when the change was implemented noticed that many TLs would avoid being at their desks or even being seen. Need to stop focusing too much on statistics to measure ones performance. Just because one agent has near zero finalize does not make them better than another. Remember the Finalize Code is still productive (when used wisely). Also management too much on adherence. One cannot help going on break 2 minutes later than scheduled due to a lengthy call than can go on for more than 20 minutes. Not very professional to be told to inform the customer they will be called back. This comes from a Team Leader. All CSMs are of white origin. Management think a few sweets here and there and spin on the wheel will keep employees motivated. 10 minute Personal Time should be reviewed. Some TLs should be investigated for corporate bullying.