Trip.com Group reviews

Rota? Forget about it! You will get it week to week! Support or an escalation request? None. Its a game of pass the parcel when it comes to getting a TL to take an escalation, and the support team created for WFH, one of thee worst I have ever come across. If you need help or a reminder on a procedure, expect miscommunication time and time again as they do not care to read the request properly. They are rude, unhelpful and jobsworths who only got the roles because their face fits. Feedback on company procedures? Trip.com prides itself on integrity, trust and listening to their workers.. This is an outright lie. Trip.com is great at making itself sound and look good, but actions speak louder than words. Senior management do not care for your feedback nor want it, it goes in the same hole as a customers feedback would.. 'the bin'. As long as the stats and KPI's are good, that is all they care about! Expect to be working 07:30-16:00 one day and the next 14:00-23:00 as they do not care for you having much of a life. To add to that, expect constant notifications and reminders from all the group chats/apps they insist you download and join. You will be micromanaged in the most crass way, to an inch of your life, by people you do not know, on a separate continent. Be prepared to be ready to start your shift and inform of your readiness to work 15 minutes before your shift begins. If the customer needs some extra assistance and you need some more time after the end of your call, you will be rushed and told to be as fast as possible. The customer does not matter in this case, only numbers. The pressure and stresses working with this company are continuous and Trip.com is an all round toxic place to work and its no secret (TL's are constantly communicating with staff about how much they dislike the job), its a good thing the building has a revolving door!

The place takes on new call types before it’s mastered the last new thing with no notice, you are expected to muddle through. This never works and when things don’t work senior management threaten everyone with disciplinary rather than fix it. Agents dump escalations in an online pot with no pre checking, so all the rubbish of the day is passed to you to handle. You could spend all day just on escalations, you don’t pick up just your own teams escalations you cover the whole place. To the job itself, think of your busiest ever day and double it, that’s every day at trip. But it’s not a productive positive busy. You have far too much to do every day, most of which wouldn’t be your job anywhere else, mostly you’re a complaint handler or a refund processor. However your complaints and refunds come back to you time after time to be redone, sometimes for months, each day you chose what you’re going to tackle as you always have far more to do than you have time to do meaning stuff is missed all the time. You aren’t told what to work on and no one talks to each other as they’re too busy. This again leads to daily mistakes and more senior management threats. You have no time to spend with your team and get no coaching yourself. Senior management are too busy dashing from crisis to crisis or micromanaging individual agents. You are also expected to have a fake smile at all times like a call centre Stepford wife. The shifts are the worst I’ve ever seen, you often work 6 day weeks On shifts between 7 am and 11pm so you’re always tired. There is a toxic atmosphere in the place due to the stress and workload. Three operations managers and half a dozen team leads had left in the last few months due to stress and culture and the environment. Mad for a company with one operations manager and ten team leaders. Almost all the remaining team leads are brand new into the role. The day I found out I wasn’t going back was one of the happiest of my life. If you’re one of the favourites you’ll be ok for a while but the flavour of the month with senior management changes weekly so don’t get to comfy.