Booking.com reviews

Traning is something different than the reality. Procedures and updates often do not make sense and customer service is affected. It's more important to stay behind the target than help customers but still, the customer service target needs to be achieved. No opportunity to grow as far as you're not under the shade of one of the bosses with the consequence that wrong people are going to fulfil seniors position without the right skills affecting the work of the agents. Lately there the tendency to compare agents(human being) to a machine. Well, AI is a reality at the moment, so do not hire humans as agents.

- Favouritism , they basically love Italians, if you are Italian and smile a lot, you got a potential to get a promotion, - Low Basic salary in compare to Tripadvisor (in Tripadvisor the basic salary is 25 k), - Very hard to hit KPIs, so some agents cheat to get the KPIs and then you will be compared with the cheaters, obviously you end up also cheating in order to keep up with the others, otherwise you may face disciplinary, as you cannot afford to fail the targets in 2 months in a row!!! - There is no peak season, everyday is very busy, unless you got hired for 'small' languages, then your line is protected and your life is easier, but you get the same salary as us, how fair is that? - You are allowed to be late JUST twice within 12 months, by the 3. time, you will be send to the disciplinary (but teamleaders can arrive late more than 2 times, nothing is happening to them) - You cannot develop any career in this office. You can work as an agent for 2-3 years and nothing will be happening with your career. - I have this feeling, the only time you may get a promotion is: 1) Either you are Italian and smile a lot , joke a lot. 2) Or sleep with a manager or team leader (you can hear stories people are having sex after freaky Fridays) 3) Or you are very charming, sweet talk to anyone and everybody and get on very well with the team leaders as well as CSM. For example let's say you got 2 candidates to become a team leader: Person 01: A hard-working agent, manages all of the KPIs, was never sick and comes always on time to work and dedicated, but therefore he doesn't go to freak Fridays, doesn't chit-chat, just a traditional hard-working person. Person 02: An average agent, average KPIs, a few days of sickness during the last 12 months, but therefore very charming, very good with the ladies as well as generally speaking he is the best made of majority of the team leaders and GSM is also approving him. Who is going to get the promotion? Of course Person 02. Is that fair? In London office, this is the bitter reality. Sad, really sad.