DHL Express reviews

The promotion is not given accordingly worst the your credit/project ouput is given to others to justify their promotion.

However, if you are someone who is emotional, who doesn't like to feel in adequate/inferior, and has a sense of self value, then this job isn't for you Cons - No support from Team-leaders, Managers, Or other departments. Many team-leaders will bluntly ignore your call for help. Calling other departments for calls pertaining to them is no help either, they will turn you away most of the time. Or ask you to pass on the message to the customer instead of taking over. This is very frustrating especially when the customer is mad. The escalation process consists of getting a team leader to take over the call to descelate but many ignore your calls. So essentially YOU - the customer service advisor have to take the heat. For example: i had a angry customer that was mad his package had not come in, wanted to speak to a manager. The team-leader ignored my calls for help, and told my coworker that theres nothing he has to say to the customer. - Rude, Obnoxious, Entitled customers. 90% of your calls are from people that yell, swear, threaten, and disrespect you. Although, your only trying to help. The first few calls you get that are like that, you can brush off. But someone constantly yelling at you for things you can not control, will eventually take a toll on you. - Stress: this job is very stressful. the combination of rude customers and lack of support from management will stress you out. This job can really affect your mental health. I had a friend that cried every time she went into work as the calls were very unpredictable. - The position is very policed. Everything is monitored through a computer system. You have to attain 90% GOS( which means you have to being taking calls, and taking your breaks on time) The problem with this, is you can have calls ranging from 3 mins - 40 mins, and may miss your break time. thus affecting your 90%, if it goes lower, you are penalized. your washroom breaks affect your 90% causing it to drop, then you are penalized. If you have to go into AUXWORK (pause from calls) to finish your notes (that are mandatory) 90% drops - you are penalized for it. - You are tested monthly for your call quality. your managers do a side by side, and listen into your calls. This can be quiet nerve wrecking. Whether the call is good or bad, the manager will listen and grade you passed on your tone, specific words you say, and following the script. You need a 90% on call quality, if you say "can i have your tracking #" instead of "may i have your tracking #" you are marked down. If you forget to plug in the company website and let the customer know they can track their package online, you are marked down. If you say " Hello, welcome to DHL" Instead of " Good day, welcome to DHL", you are marked down. - The company promotes the ability to move to different departments, however it is not based on skill it is based on SENIORITY. Basically, you can be more qualified for a new position than another employee, but because the employee has been their for a years, their more likely to hire them opposed to you.