Trip.com Group reviews

company is too big and can be bureaucratic

Where shall I start? - The mindset is quantity over quality. You could argue it’s normal in a call center but this one is exceptional. - Team Leaders have limited control to handle escalations as most decisions have to be approved from the higher managements in China. - In Edinburgh you just answer the call and log in the problem. The team who has to make the change is in China. They are overworked and most of them do not speak English. They use google translate to understand the problem that we have logged in. Obviously in this case google translate is horrendous for translating Mandarin and the context gets completely lost, the problem is not understood or processed incorrectly resulting the same customer calling over and over again for the same problem. - Management just focusing on how many seconds it takes for you to answer the call, but they don’t track how many cases have to be reopened because a simple request could not be solved in the first place due to google translate. - 4 operation managers mysteriously resigned the next day with no goodbyes within the 16 months I was there. - 4-5 from HR also resigned after a few months in the role. - When in the office managers are literally breathing down your neck to answer a call even though you just came off a call 3 seconds ago and need to write notes about the call for future references. - New employees leaving the company only a couple of weeks into the job - During the hiring process we were sold “amazing benefits” which was the bare legal minimum and cycle to work scheme.🤷‍♀️ - I can’t describe the frustration I was feeling every single day working there and I have worked in a wet smelly fish factory. I know a couple of people who resigned with no new job on the line due the stress not being worth the 22k pay including me. Honestly you’ll be better off on universal credit. Something is just really rotten and I’m suspecting the problem does not lie in Edinburgh, but HQ in China. They don’t want to understand that their mentality does not simply work in Europe not just for staff but also for the customers (e.g. the team in Edinburgh not being in charge to solve the problem without approval from china). - Just dont even bother