Pros
The best reasons for working here: the money and the colleagues. They pay you well, and you can be part of a young multicultural team, you can make new friends here. The coffee is for free. You must learn a huge amount of information - it keeps your brain active. You have the opportunity to switch languages every 5 minutes - you can talk to clients from all kinds of nations.
Cons
There is a huge amount of work that is expected - in theory I have 10 minutes break after every working hour, in practice, most of the time I cannot even go out to the toilet. Less agents are working than the clients know of, some agents have 2, 3 accounts, all in different languages. A call has to be answered in 10 minutes, but the 1 minute after call is included in those 10 minutes. Sometimes the logging of a ticket can take up to 10 minutes if I want to be thorough, and I have to identify the problem, take over the computer, solve the problem and log the ticket in 10 minutes - it is mission impossible. Sometimes 5-6 tickets are standing open, and I don't have time to log them because the calls are coming in - I don't even remember what it was in them. The SMEs are few, usually not available, you can assign a ticket to the second level only in the worst case. Every minute you spend in the company is recorded. You cannot be late, even a second is being counted, but you are expected to arrive at least 15 minutes prior to your shift and log in to all the systems so that you can receive calls at the beginning of your shift. You can log out when your shift finishes, but logging out from all the applications take 5-10 minutes. Half an hour unpaid work each day. It is inhuman what they expect from workers. I don't feel like being a person any more - just a humanoid robot working hard to make profit for someone high above me on the shelf. Hope I can leave this mess of a company soon.