They promise you a schedule in the phone interview, and then give you something totally different once you're in training. They are not flexible at all when it comes to the schedule.
The training program is 5 weeks long, but it doesn't mean much as they change the system so often. There was a major change in the system the day after we were trained on it, and all they said was, "Get used to change."
There is nothing special about you at Booking.com. No matter how hard you work, or how high your CSAT (customer satisfaction) is, you are completely replaceable. The most you get for excelling in CSAT is a pat on the back, and a $25 gift card once in a great while.
Your employment is solely dependent on your CSAT score. This is determined by a survey sent to customers via email after contact with you. More often than not, your dissatisfied surveys are due to the situation, and not your service, but there is no way to dispute this. Even if the guest leaves a comment that praises the you highly, but clicks dissatisfied by mistake, it still counts as a negative score.
They constantly promote team effort, and reiterate how important it is to work with your team, but there are no opportunities to do so. Every score that affects you directly is individual, and the overall team score only affects your team leader's bonus.
The senior line is the line that you call when you need help in a situation, or a customer requests to speak to the manager. We are constantly told that we call them too much, and that we need to look at the procedure guidelines before calling, but I sat next to them, and I watch them goof off, and watch Youtube videos all day.
Finally, the team leads. I'm sure not all of them are as bad as mine, but mine was ridiculous. She tells us to call her when we need help, but she is never at her desk. In the one on one feedback sessions, there was no feedback, just the same goal reiterated. Before our quarterly review, she asked that we tell her what we think our strengths and weaknesses are. On my review, she copied and pasted my email to her. Literally made me review myself, and added nothing to it.
