customer service representative

account manager

Booking.com

It all started so well, a European born company previously run by a woman, a bright promise to have a great experience. Oh how wrong it was. Not your typical support, a support specialist here has to be deeply knowledgable about the industry and normally immediately affects expenses of hotel guests all over the world. However internal culture generated by the management inside the company is horrifying. It all begins with the management that pressures team leads to make support specs bleed dry, in order to be able to innocently report to the head office how much the local office has exceeded the targets. So even in the case that you have a recommended goal of, let’s say, 25 cases a day, you will be intensely pressured to go to 30-35-40, depending on what your nervously trembling body will be able to handle. Downhill from here, the team leads start competing with each other and play little harm games trying to make their teams overperform even harder. Some start pressuring their teams to the extent that it becomes morally uncomfortable to go to a washroom, and boy do they have tools to make it work as in the end of the month they decide who has met expectations and who has not, and if you dared to pathetically visit the washroom, say good bye to the monthly bonus. There is no control over what is going on, and it feels like a knot of snakes biting each other and contaminating it all with their venom. But people still stay because you are mazed into thinking that this is all your fault, that you have to try a little more and that you are not a loser after all. Generally it is also hard to find a good job in the hospitality industry, and the company happily exploits it. All I can say is that the moment I left this extermination camp was the happiest day in my entire career with them, and now I am just remembering it as a nightmarish mist.

RUN AS FAST AS YOU CAN.

There is no room for advancement unless you're a foreign worker who speaks more than just English. No matter if you work hard and are qualified. They will only advance you if it meets their business needs. Their turnover rate in this office is crazy high because people quit or they get fired for speaking up. If you are a ROBOT, or desperate to stay in Canada, this job is for you.

The KPI measurements are inaccurate but they use them to define you as a person. I believe they hire externally for team lead and management positions because they know they can control them. The team leaders are not supportive at all and their training is terrible. They even hire externally for trainer positions.

The pay is decent but since minimum wage went up its not really much more so you could probably find better employment. There is no more trip to Amsterdam  & no more bonus for referring your friends and family.

Work hours are preestablished in a way that employees needs always start on time. 
Incoming calls from customers and /or hotel partmers would need immediate assistance and best resolution.
Constant training in a changing business environment and a strong motivation from Management to expand knowledge on communication styles.
The workplace is extremely friendly and colleagues are always available to cooperate and assist in providing effortless and spontaneous teamwork.
The challenging part of the job was to provide a gratifying solution to customers with unique issues making sure that they end the call with a smile.
The enjoyable part of the job was to assist customers in need across the world in several languages.


Booking.com is a really big company that has a really open-minded and funny business culture. 

The benefits are impressive, and the PTO days are huge in comparison to other companies. They adapt to you if you need days off in advance, with confirmation of the request in just an hour commonly.

On the contrary, if you are not willing to grow in this company you may feel a lot of pressure, numbers are very important and you will be reminded of those constantly, in Booking.com there is no place to relax, you have to be productive for every single moment. Even if you are dealing with a customer and you arrive late to your break, it will affect your numbers, so you have to be precise with every single thing you are doing at the workplace.

Being at Booking.com is always an adventure. The job can be hard given the fact we are here to assist guests and partners with any problem or difficulty, but the work culture and the always-available team leaders make our job more enjoyable.

 The open-space concept is brilliant since you have always space to breathe and be in contact with your colleagues that could assist if having a problem.

The management is always available to a conversation and very friendly.

My time at Booking was brief, and this was due to a number of factors. I would say the main drive behind me leaving was how the company seems to be set up in a way that leads partners, customers, and employees in a circle. There were so many issues that could not be solved simply because the solution kept leading to a dead end. Booking tries to grow and advance with zero though on how to handle issues that exist as well as issues that will surely arise. It was frustrating wasting my time trying to help customers and partners only to realize there was nothing I could do for them simply because the company itself didn't have a solution.

There is a greater emphasis on work/life balance now than there has been in the past.  What's great is that bonuses are based on team performance, rather than individual, so there's a good camaraderie in our office.  The company does skew young, and you do need to be adaptable as things tend to change quickly.  There's a strong focus on company culture so it has implemented things like freaky Fridays, team lunches, team outings to improve morale.  While those are appreciated, the pay is still lower than industry standard, and could be improved upon.

I worked for Booking.com Canada close to 2 years. I love my coworkers and my boss. The office was beautiful very clean. Every day they have free coffee all they long with fresh fruits. The company gave your coffee mugs, bottle of water lots of nice gifts. 
We will get free lunch or ice cream every other week. They will have office parties at the cafeteria, and it was a lot of fun to be part of  bet. 
 The company will do anything to keep their employees happy. I honestly loved working for booking.com, I felt appreciated. I was happy to go to work every day. My boss was supported and very nice to all of us. Thank you, booking.com for always appreciate the people working for you. 

It was a call centre so having a work life balance is nearly impossible with any company. The training was okay but definitely better than more. They at least invested in a training version of their CSM so you can practice. They have a phone in help desk for assistance during a call and they have a tech support department if your having issues with your computer. HR is available and accessible. Benefits are good and requesting time off is not difficult but obviously still needs to go through an approval process. The queue itself was very fast paced and the calls can be stressful. 

Overall great experience. The work is pretty straight forward and you do exactly what you’re trained to do and usually no more than that. Each customer calling in has a different situation going on but so your day-to-day might be slightly different. My team lead was amazing and helped me excel in my position and promotion. The environment is quite friendly and office space was huge and clean. Pay could be better considering the stress the customers bring, but promotion and salary increase is a possibility if you work hard. 

Top Job Titles	Average salary
Customer service representative 5 salaries reported	$19.10 per hour
Account manager 6 salaries reported	$60,667 per year

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