Customer Service Agent (Former Employee) – Box Hill – 5 August 2018
Some management were extremely helpful but for the most part you were left with little support on calls despite strenuous micromanagement. Scripting required to follow often did not cover queries being received. As a result was often left flying blind without anyone to ask for assistance.
Customer Service Representative (Former Employee) – Box Hill VIC – 20 May 2019
Training which seems somewhat distant from actual requirements of the job. Thrown in at the deep end ,on the phones before "ready". Trainers not experts. Micro-managed to death. No positive recognition for staff who think outside the box to try and solve issues that taxpayers have. Team leaders don't understand that complex phone enquiries take time to solve and many things are not covered within the narrow confines of the scripting which staff are expected to religiously follow. Very stressful job. When seeking support or assistance, nobody seems that willing to help properly, or they help a little bit and then walk away and the poor operative on the phone is left to drown. I enjoy learning the job, but seem hampered by the system.
Poor leadership, unwelcoming environment for new staff.