Pros
1. Learning opportunities through Moocs. You can get reimbursement for the certificates. 2. Transparency 3. Free lunch 4. Familiar communication tool for everybody 5. Generous annual leaves + special leaves
Cons
1. Too many changes. There were updates every week. Too many experiments. It is ok the company changes their policies and system and try some experiments to improve the services. The problem is CS agents becomes the sacrifice of those experiments and changes as partners and customers call and complain when they do not like them. Besides, as there are too many of changes and test when CS receives the complaints, we also do not know what they are talking about(the website CS is looking and the website the customer is looking can be different cos the test does not apply to all users). Sometimes, the website contents are already changed when Booking.com CS internal system and agents are not ready. When customers contact us, we cannot answer them but apologize multiple times. 2. CS does not get rewarded/compensated or recognized. 3. No Bam trip - Only selected ppl(very few) can go to Bam from CS whereas most of all ppl from other departments can go to Bam. They can even extend the trip when CS cannot extend the trip at all. We do understand CS team need to stay and work due to business needs unlike other departments, but no special reward for it. 4. Micromanagement - You have no idea 5. Managers - lucky or unlucky. Some are very nice, and some are horrible. You will get a lot of stress from customers, you don't want the manager adding up your stress. No consistency. You will just need to pray for the good manager. 6. HQ seems to have all the career opportunities. Overall, I think Booking.com is a good company if you are not in CS. Ppl in CS are dying to find another jobs and leave. If you are in HQ, you will have opportunities to move to other departments. Otherwise, very difficult.
