Pros
The CSAs working here are some of the kindest, funny and most wonderful people I have had the pleasure to know and work with. They are more than happy to help out in their teams and also across teams daily and are a diverse and intelligent set of people. For new people coming in, we were always open and honest and willing to do as much as we could to help out as the onboarding can be a bit of a mind-melter. Working from home is a plus with only minimal required days needed in the office monthly, at my time of leaving it was 1 day a month but I would not be surprised if that was slowly eroded and people were forced back into the office more often for more mico-management at the behest of the higher-ups. The pay is more than the standard for contact centres but not by a large amount and starting salary has decreased since I joined there as well, so always fight for more especially if you're applying with a 2nd language.
Kontras
Any clear communication from anyone above your manager is a running joke for as long as I have been at the company and will probably be the legacy they leave behind once they crumble and close. Over the years I have been here as well it is obvious that many rules and expectations for the staff and resources available are put on from the US owner's side of the company and the US working culture is slowly creeping in from the top down. IT has been limited before in trying to help implement best practice changes and upgrades with internal systems being seriously old and outdated with new systems being promised for the last 3-4 years of my career there so it should be near ready by 2025-26. Over Covid and forced working from home have helped them improve and set up new systems that will hopefully continue to allow for better conditions for all CSAs but it is not a given. If you're looking to progress your career internally look elsewhere, there are very few options to progress unless you work for years as a CSA then backfill a senior position once one leaves, then if you can stay overworked and underpaid until a team leader leaves you may have a small chance to get into that position but they would rather bring in more external people who they know won't fight as much for better conditions for the CSAs. Otherwise, there are a few cases of secondments but that's so they can save pay and not give you the rate they would to fill the position usually. If you also go above and beyond you'll most likely get a pat on the back, a thumbs up and then asked why you weren't doing this much to begin with and now you need to keep it up! The customers you will work with are a very mixed bag with some being sweet and kind and other 'associates/partners' being incredibly rude, bullying, entitled and manipulative. They prey on new staff and others who are nervous to bend the rules and policies for them and if not they will simply escalate it to the Key Accounts team who are there to break the rules as an 'exception' for them to undermine any staff who held their ground on a rule or policy before. Don't be fooled into drinking the MLM cool aid either. Before applying make sure you fully understand how close it is to pyramid schemes.
