Officeworks Reviews

- The KPIs are pretty ridiculous if you're an inbound CSC member. The primary metric against which you're getting evaluated is average call handling time and the target is around 5 minutes per call, which is pretty ridiculous because if you always have to look at the time while assisting the customer, you wouldn't be able to focus on them and they would feel rushed (which I suspect no customer wants to feel), so it creates an unpleasant vibe. - Once an online order is placed, there is no way to cancel it, which leads to some very frustrating conversations with customers that should've been fully preventable. If it's possible to cancel orders with Amazon (and it's a very simple process), why shouldn't it be possible to cancel orders with OW? The only ways to cancel an order are for the customer to a) reject delivery when the item(s) arrives (and then wait until it gets back to the warehouse and gets booked into the system and the amount refunded -- a process which can take weeks); b) receive the delivery and then call the CSC to organize a pickup (which again can take quite a bit of time and you have no idea when the courier would arrive); c) start a return online using the website (which again takes a lot of time to action); or d) take the item(s) physically into a local store (which may not be feasible for a lot of items, e.g., furniture), but only if the order was paid for using a credit card. - During induction you're told by the People & Culture team that you should get up out of your chair and take a walk every few minutes, but if you do that it would inevitably take a toll on your average handling time, which you would then have to address during your evaluation. - A lot of times the website shows an item as available and in stock, but after the customer orders the item and pays for it, they receive an email saying the item is on back order. This is not the fault of any CSC team member, but it is the CSC team members who have to take fire from customers for this kind of nonsense.