Customer Service Agents are treated like shields that take the brunt of angry customer complaints due to the poor running of the company. For serious issues, we aren’t given the tools to actually help customers but instead have to escalate them and can’t give them a time frame for when they’ll receive a response. The company promises items to arrive by a specific day and then especially around the holidays completely drops the ball, leaving agents to deal with verbal abuse from customers who’s orders wont arrive in time. Supervisors claim to be there to help but in many cases could be rude and unhelpful and would brush you off when you really need help. Training is long and a joke, after 4 weeks none of my group really knew what we were doing once we got to taking calls. Extremely long hours daily leaving no room for a personal life or a work/life balance. You’re not allowed to disagree or criticize ridiculous company polices when speaking with guests which makes the guest mad at you for things out of your control. This job destroyed my mental health.
