Pros
-Awesome colleagues! like a family! -International environment
Cons
-Absolutely No Work–life balance. -A business based in new arrivals: staff usually leaves after 7-9 months, as soon as they manage to find another job. -You are promised a career, but you find yourself in a meaningless job. and not a good one. -Impossible to get holidays in high season (if you are applying for the Spanish-Portuguese line, think about Latin America and Europe's high season) -If you have experience in the accommodation industry, you will feel bored and extremely useless. since the position requires: 5% knowledge regarding reservations and technical application, 95% just to absorbe and try to reason with unreasonable customers. (customers = guests and properties) -The so-called "B.home" or as we call them "overbooking.com"; will be the cause of 90% of your cases. B.home is a program to include private properties to compete with airbnb. the issue, is that b.com system, is made for hotels with a channel manager and a reservation department. since on b.com once the reservation was made is confirmed automatically, instead on airbnb the property get a reservation request that they can accept or deny. this simple confirmation process avoid lots of issues. but probably B.com is ok with that, since thanks to this, b.com gets a double commission, from the overbooked property and from the alternative reservation to relocate the guest. -Everything is about numbers, how many contacts per hr, customer satisfaction, the time you need to finalize your case..... You will be monitored and evaluated on a daily basis on calls, emails and procedures. So get ready to feel like a lab rat. -8hrs shift feels like forever: you have to check the clock every 5 mins. You have to follow a daily schedule that will change within the day, which unfortunately you cannot modify or adapt to your needs. If you don't follow the schedule your numbers will be affected. so remember to check your schedule every 5-10-15 mins to set the correct status manually. since apparently your status is the only thing that cannot be updated or synchronized automatically. What is the issue with this? that an 8 hr shift feels like 16 since you have to constantly check your clock. If after reading this, you're still accepting the position, please at least choose the morning shift. The morning shift is by far easier: better work-life balance, easier cases, less angry guests, more picklist, more calls from hotels and the time go faster. 1)Booking.com is not the worst company to work for. as soon as its not on CS. 2) This is not only my experience, but are frequently shared topics within the Customer service department (either CSE, CSG, CSP or TLs). i've known people in other positions outside CS and they confirm that it is quite the oposite. absolutelly nothing to do with the CS department.
