Great night shift allowance, but toxic work culture
Pros
Excellent night shift allowance (above market rate) and a highly conducive working environment.
Cons
1. Drastic Structural Changes: The company recently shifted from a stable 13th-month salary and performance bonus structure to an incredibly aggressive monthly KPI bonus system with near-impossible targets. 2. Extreme Multi-tasking: Representatives are forced to handle multiple channels simultaneously (e.g., simultaneous live chats and inbound calls) while being strictly penalized if Average Handling Time (AHT) increases. 3. Aggressive PIP Culture: Scoring below 65% triggers an automatic PIP. Unfortunate realities like taking Medical Leave (ML) or Emergency Leave (EL) directly tank your KPI score. Missing targets for 3 consecutive months results in termination. 4. Forced Role Changes: Many staff are forced into "Client Success" roles, which require balancing inbound queues with aggressive outbound sales/deposit-chasing calls. 5. Severe Micromanagement: Management expects 8 hours of continuous, machine-like production. Basic needs, like stepping away to use the restroom, are heavily monitored and questioned. 6. Abysmal Retention: The turnover rate is massive. Many new hires resign within their first 2–3 days after witnessing the management style. Absolutely not recommended for fresh graduates. 7. Zero Standard Operating Procedures (SOPs): There are no official guidelines or documentation on how to handle complex inquiries. You are forced to rely entirely on senior agents for answers, but not everyone is reliable. If you get wrong info from a peer, it results in a failed Quality Assurance (QA) score, directly deducting from your monthly KPI. 8. Chaotic Escalation Process: There are over 100 different group channels to escalate issues, but absolutely no clear directory or guidelines on which group handles what. 9. Chaotic Escalations & Condescending Internal Support: There are over 100 different group channels to escalate issues but no clear directory on how to use them. When account issues arise, you must escalate them to the internal tech team in China, which takes 2 to 5 days to troubleshoot. To make it worse, the internal team treats frontend agents like they are asking "stupid questions" when trying to get updates. 10. Flawed AI Bot Backlash: The company’s "enhanced" AI bot for live chat and calls frequently gives clients incorrect information or useless robotic answers. By the time the angry client finally reaches a human agent, they are already furious, making it nearly impossible for representatives to maintain good handling scores.
