Not a good experience. - Customer Service Advisor Trip.com Group Employee Review

Pretty much everything else. There are many deep-rooted issues at Trip.com, many of which seem to stem from their top-down management system. Power is held almost exclusively in Shanghai, making for a very inflexible and culturally confused company in the UK. The workload is usually manageable. However, Customer Service Agents are expected to take inbound live chats and calls simultaneously, as well as working on outbound at the same time. Team leaders often refuse to take escalations, leaving very frustrated customers with powerless agents. While my personal experience may not be definitive, after two years at this company - after being essentially manipulated by management and almost dismissed due to a hospital stay and recovery period ‐ I reached breaking point and had to resign. The management style was often condescending and inappropriate. Praise was given with few tangible benefits, and unless I was being scored 100%, my contribution was overlooked. I also believe favoritism is a genuine issue in this company. Promotions are given not always based on merit, but on personal feelings and emotions. This is a dangerous precedent to set in a workplace. This, amongst other things, pushed me towards my decision to leave this company. Here, there are often so-called "mental health awareness" days, which are undoubtedly rendered futile due to the demands and stress placed on agents and team leaders every day. Holidays were inflexible; I can count on one hand the amount of times I was given holidays that I wanted since the office is often understaffed. Training is also another issue at Trip. Not even trainers are sure of the proceures simply due to the impracticality of the procedures themselves...