Hi everyone, I am a former customer service agent for Taiwan and Hong Kong in foodpanda Malaysia Sdn Bhd. I had done live chat and email jobs before, and doing both markets as well, therefore you guys should read this article where I shared cons of this job.
As referred in the email, most of the shortages are Basic, Allowances, KPI, PH Pay, or claim. Here I would like to clarify that, unlike other companies, our KPI, Evening allowances and PH Pay of this month will be paid in the next payout. Remember the good old day, I was watching whole english team fighting with management in whatsapp group. Since there is no transparency in KPI calculation, you will have to check with TL every time you feel there is a shortage, unless you feel that rm800 is too less. Rest assured, nowadays shortage problems are getting lesser as they are still working hard to reduce staffs' complaint.
Lastly, I would like to advise all of you to think twice before joining live chat team. Although they said it is rotational shifts, but they still reserve the right to maintain your current shifts for weeks, or maybe months. There was an agent resigned due to consecutive 3 months in 3pm to 12am shifts, senior team leader said it is impossible so she checked for him, but ended up it is true. In a nutshell, kiss the ass or they make your shifts a mess.
Disclaimer:
All views expressed on this site are my own and do not represent the opinions of any entity whatsoever with which I have been, am now, or will be affiliated. Any discussions are welcomed.
- Salary Shortage
This issue has remained unsolved for a year, and you will probably face it when you join CS Dept. Let's read this email sent by a colleague in ENG team to management.
As referred in the email, most of the shortages are Basic, Allowances, KPI, PH Pay, or claim. Here I would like to clarify that, unlike other companies, our KPI, Evening allowances and PH Pay of this month will be paid in the next payout. Remember the good old day, I was watching whole english team fighting with management in whatsapp group. Since there is no transparency in KPI calculation, you will have to check with TL every time you feel there is a shortage, unless you feel that rm800 is too less. Rest assured, nowadays shortage problems are getting lesser as they are still working hard to reduce staffs' complaint.
- Bad Management
You need to notice that there would be no Team Lead or HR to inform you whether you have pass your probation period, because they would tell you need to check with HR first or you haven't conduct performance review. After 6 months, then HR will tell you to take confirmation letter although you already passed probation in 3 months without extension.
HR is unresponsive, they have a google form to let you fill in any inquiries, then they would try to answer you in the next few weeks (It takes days or hours if you are lucky). They don't even apologize if they have done mistake or delay.
Team Leaders are seriously numb, sometimes they don't know how to assist agent, so they will go find some senior agents and asked them for solution. And sometimes you know what, some customers had a 2 hours delay from his Promised Delivery Time (PDT), and TL K advised that agent to apologize only first.
SOP and KPI Updates are not in time, I still remember that day where many agents' QA get marked down due to Team leaders or Shift Leaders didn't update latest SOP. I know there are so many obstacles for them to update the agents, some gone Annual leave, some MC or some had a night shifts. So you have to be very careful to do your job. For now, they have latest new calculation for KPI that is very different in effective on 1st of March. But they (Team Leader) informed agents at 26th March. you can see there is 3 weeks delayed to inform agents, and they just gave some excuses. In CS dept, there are huddle sessions, and most of the time, you will missed some of it because they will not inform you. In addition, let's say we had SOP Update on 1st of April, but the QA will marked down your email/chat ticket of 31st March.
Refer to the screenshot, this is what happened when QA and QA TL don't know SOP and failed to carry out his duty. It is sad that Team Leader didn't reply when the agents tagged them for help. After 1 month still no reply after personally met with TL to confirm SOP.
What's more, taiwan Agent get 3 evaluations in a month but Hong Kong agent get 30+ evaluations in a month, and Team Leader K said it is based on system, the system will pop up for them to evaluate the ticket. She claimed there is no problem for the system, it is fair and just for CS agents. 😂😂😂HR is unresponsive, they have a google form to let you fill in any inquiries, then they would try to answer you in the next few weeks (It takes days or hours if you are lucky). They don't even apologize if they have done mistake or delay.
Team Leaders are seriously numb, sometimes they don't know how to assist agent, so they will go find some senior agents and asked them for solution. And sometimes you know what, some customers had a 2 hours delay from his Promised Delivery Time (PDT), and TL K advised that agent to apologize only first.
SOP and KPI Updates are not in time, I still remember that day where many agents' QA get marked down due to Team leaders or Shift Leaders didn't update latest SOP. I know there are so many obstacles for them to update the agents, some gone Annual leave, some MC or some had a night shifts. So you have to be very careful to do your job. For now, they have latest new calculation for KPI that is very different in effective on 1st of March. But they (Team Leader) informed agents at 26th March. you can see there is 3 weeks delayed to inform agents, and they just gave some excuses. In CS dept, there are huddle sessions, and most of the time, you will missed some of it because they will not inform you. In addition, let's say we had SOP Update on 1st of April, but the QA will marked down your email/chat ticket of 31st March.
Refer to the screenshot, this is what happened when QA and QA TL don't know SOP and failed to carry out his duty. It is sad that Team Leader didn't reply when the agents tagged them for help. After 1 month still no reply after personally met with TL to confirm SOP.
Lastly, I would like to advise all of you to think twice before joining live chat team. Although they said it is rotational shifts, but they still reserve the right to maintain your current shifts for weeks, or maybe months. There was an agent resigned due to consecutive 3 months in 3pm to 12am shifts, senior team leader said it is impossible so she checked for him, but ended up it is true. In a nutshell, kiss the ass or they make your shifts a mess.
Disclaimer:
All views expressed on this site are my own and do not represent the opinions of any entity whatsoever with which I have been, am now, or will be affiliated. Any discussions are welcomed.
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