Terrible - mentally draining - werkgeversreview Customer Service Advisor bij Firstsource Solutions

- You get completely micromanaged - You get given loads of targets to hit within a certain timeframe and if you don’t meet them you’re placed on a 4 week ICP plan (basically excessive monitoring for 4 weeks) - Lack of support from management - Rubbish pay - you don’t get paid enough to get stick from both management and customers - When asking for support you sometimes get made out to be silly for things you may have forgot and get told to check troubleshooting guide (sometimes the troubleshooting guide dosent have an end result but you’re still spoken down to when you raise this) - mental health isn’t taken seriously at all - if you haven’t made a sale they will highlight your name on Teams for the whole group to see singling you out and adding more stress - you’re expected to work 11 hours a day on poor pay although when I was there my hours got altered as I couldn’t handle it, but in order for me to get that I had to get signed off work for a month due to stress in order for them to take me seriously. - I constantly had the highest NPS score for my team every week for good customer service but I was never recognised for that only scrutinised for lack of sales making. - WFH staff get the least support and sometimes when you ask for help no one answers so it’s very difficult. - You have to run two softwares off of one screen (there really should be two) - sometimes you’re stuck in a call and have a callback and if you don’t make that call back in less than one minute pass the call back time the manager angrily messages you. - management have no manners whatsoever. A simple please and thank you goes a long way. - you’re expected to make sales on every call which is something I struggled with as I can’t sell something to someone if their service isn’t working.