Advertised as Customer Advisor, Reality Was Complaints Handling - Customer Service Opia Employee Review

Communication and management were often unclear, with expectations changing frequently and limited accountability from leadership. The company promotes employee wellbeing, but in my experience the support did not match this. Training was inadequate for the level of responsibility expected, and many processes had to be learned independently while already handling live cases. The systems used felt outdated and inefficient, which made the workload more stressful than necessary. Although the role is advertised as a customer advisor position, a large part of the job involves handling complaints and difficult escalations. The workload and pressure did not feel proportionate to the pay. Dealing with abusive customers was a regular part of the role, and there did not seem to be enough support or protection for staff in those situations. Overall, the job was mentally draining and not particularly rewarding. There was a strong micromanagement culture that made the role more stressful than necessary.