Pros
If you love cats you’ll enjoy talking about them daily, the salary is reasonable, and the contractual hours can be good if you’re based in the UK or South Africa, and don’t mind weekend work.
Cons
I worked in the customer service dept and unfortunately, my experience was not positive. The turnover rate is very high for a reason. The culture is dehumanising with unrealistically high expectations and frequent changes to goals without clear communication. Processes were disorganised, and despite claims of transparency, decisions were often made behind closed doors and changes were launched with no warning/ chance for discussion or opinion sharing. There’s an expectation to regularly work beyond your contracted hours, and when customer inbound volumes spike to the point of the team being unable to keep up, the blame is put on the team rather than on planning or leadership decisions- even when productivity and quality targets are being met. Promotions don’t always feel merit-based; bias plays a noticeable role, and overall growth opportunities are very limited. They tend to hire externally rather than grow the existing internal talent which is very demoralising.