Workplace reviews and discussion: 台灣優勢客服科技股份有限公司

Colleagues are all willing to help, and the supervisor is kind.

High-intensity training in EQ, resilience, and patience.

There are many.

The company is divided into many project departments, so I don't know what the other departments are like. In the department I was in, the position was initially advertised as KEYIN, but during the interview they asked whether I would accept being transferred to customer service. The job would start with phone support, and only after becoming familiar with it would I be transferred to text-based customer service.

However, because the turnover rate was so high, there was a staff shortage, and the training period was therefore insufficient. Several more senior colleagues had even never completed the full training course before being put directly on duty to handle customer issues.

In my case, I only attended one day of training and immediately started taking calls the next day. I even had to handle customer complaints. Since the training was conducted by the supervisor, no one knew my training progress, and colleagues would not transfer calls to themselves to help handle them. I could only ask about problems one by one. Basically, colleagues would help if they were available, but if they were not, I had to figure things out on my own.

There were customer complaints every day, and after getting home from work, I still had to closely monitor the group chat for any changes to activities.

I also had to find time to listen to recordings of excellent and improvable interactions, so I was tied to the company all day long.

The system would crash from time to time, and the back-end system ran very slowly. When I joined, the computer system had not yet been updated and was still running on Windows XP, so it was extremely unstable. I also had to periodically reassure customers online and ask them to wait patiently.

I also happened to join at the awkward time when the company was replacing the system. Just as I had adapted to the original system, I immediately had to learn a new one, which made the pressure far greater than usual.

Although the job was hourly, I could only take eight days off. It was also a dispatched position, and the contracts differed between dispatch companies, which made me feel somewhat uneasy.