Unreasonable Targets and Lack of Employee Support - Customer Service Representative Taptap Send Employee Review

I worked as a Customer Support Agent at Taptap Send, and the performance structure made it very difficult to provide quality support or maintain well-being. Agents are required to handle 15 tickets per hour, including calls and emails, while remaining empathetic and resolving complex issues within 4 minutes. This is especially challenging when customers have funds stuck for weeks or over a month, which often leads to highly distressed conversations. If calls run longer, agents are instructed to manage emails simultaneously, impacting service quality. Cases that require escalation — including scam-related cases — are not counted toward performance metrics, even though they involve significant time and responsibility. This directly affects incentives. Due to the continuous pressure and emotional strain of 10-hour shifts, I experienced severe anxiety and panic attacks and became unable to continue working. Medical documentation was provided once I was able to communicate. Despite this, I was informed that because I did not respond to an internal email within two days, my earned salary could not be released. This response felt disproportionate given the circumstances. Organizations handling sensitive financial matters should demonstrate care for both customers and frontline employees. Unfortunately, this experience fell short of that expectation.