A question for customer service reps. What does it mean when you say you need some time to talk to your seniors? Do you guys really talk to them?

like
Posting as :
works at
You are currently posting as works at

Absolutely, we actually have an internal process where our first level team members can contact a senior team member for input and we collaborate on the call.

helpful

That makes sense! I've always wondered what happens BTS in these situations lol.

Yes, of course! We tell customers that when we have something to clarify. Hope this helps.

helpful

Absolutely, thanks! :)

Yes we usually do it when need to get approval for a refund or credit
Escalate a customer complaint to a manager
Get help with a technical issue
Find out more information about a product or service

helpful

There are certain things that can only be done after approval from the manager or supervisor. Also, if an agent is fairly new, they might not know what to do in certain situations. That's where they reach out to their supervisors. It takes time to explain the whole situation that's why you get that line.

At my place, we can't actually do anything. We put in notes, that go to the higher-ups in pretty much any scenario. Just depends on who it's going to. And then we get notes back to tell the customer yes or no. It is so confusing and makes little sense or point to me, but that's how my job is at least.

Related Posts

Have you ever snoop through your partner’s phone without them knowing? If so, did you find anything shocking?!

like

Has anyone had a manager they just don’t vibe with/relate to? I’ve been trying to connect but I haven’t gotten them on my side yet. How did you manage to crack the ice?

like

Long term gig at tech client - how to keep my style intact but not look stuffy? I’ve been doing the jeans, collared shirt, jacket look with work shoes/ boots. Any other ideas? 🙋🏻‍♂️🙏🏼

like

Do you tell your boss about your quirks? When do you tell them those?

like

I am seriously worried. I am doing my co-op and my supervisor is not giving me an easy time. I am trying to do my best even with very little direction and this supervisor constantly harassing my about things like her not being able to use google meet or to remember passwords. I feel bullied and very anxious. I am afraid she can jeopardize my visa with a bad evaluation. I have been working at midnight, on Sunday mornings but I am human, I make mistakes, she just blames me instead of teaching.

Going for an onsite interview and in email they said ‘attire: pretty casual here. Jeans are a-okay :)’. Do you think I should wear jeans to fit in or is this a trap? Please help a girl out!

I think I’m about to get my first experience of getting in trouble with a partner for work that I actually already sent for review and followed up on multiple times (and brought up during calls). Stay tuned… 😑

like

off-topic:
in office have you seen any girl wear nosepin?

like

I met two of my three aides for the first time today and they have been nothing but miserable the entire day. How could I promote a more positive environment without directly calling them out?

I’m in this business to cure my inferiority complex. Making lots of money, working with fortune 500 clients and walking the streets of NYC with a suit, tie and briefcase makes me feel important and worthy.

I often wish I could be like my law school friends who either moved to small towns or have public sector or non profit jobs, wear sweaters and jeans to work and make far less than me, but are happy with their lives, feel a sense of meaning with their work and don’t need external validation.

likefunnyhelpful

Midlevel and seniors, how do you review juniors’ work without redoing them? Any tips on giving instructions or spotting mistakes?

like

Do you think about/picture most of your colleagues in a sexual way, at least a little bit, if they’re relatively attractive? Does this get better as you get more senior (aka you stop doing this)? It’s weird almost like intrusive thoughts. Also weird to me that my managers may be doing the same

likefunnyhelpful

What should I drink with my senior colleagues at the bar so I don't look like a total scrub?

like

Getting really frustrated with a boss that is completely bipolar in our interactions. Management does not seem willing to tell them to stop being psycho. Beginning to think the only way out is out

like

I have a PwC Pride sticker, but am afraid to put it on my laptop or water bottle because I don't know how receptive my team or clients will be. Do you guys wear pride gear at werk?

like

I’m dealing with a difficult management situation and don’t know what to do, how would you report someone when nobody really cares what’s going on or is automatically going to side with the other person?

like

There’s no reason you have to put up with a job you hate. I spent many years working in a toxic environment with a boss who gossiped and lead through fear. He wasn’t really much of a leader but basically a foreman. And he could make my existence miserable. I admit that it wasn’t easy to find another job but the bottom line is: trust your guts. If you feel something is wrong it’s because it probably is. Don’t second guess yourself. Look for options and and fight for your mental health.

likeupliftingsmart

1) Hypothetically if you were looking to sabotage a colleague, can you code an excel document to throw off their numbers or calculations, (if you send them that document and they download it for use)?

like

I keep getting accused of being a bot in live chat. Should I approach my boss about being less scripted, or is the efficiency worth it?

like

Has anyone else ever dated a coworker?

like

More Posts

*In biweekly team sync meeting*
“Oh fuck this, I’m gonna kill myself”

“Oh goddammit, I’m not on mute”

likefunnysmart
like

Hi Everyone.

Is post graduation (CSE Pg Couse/MBA) required to grow a person's career as SAP Consultant?

I am confused.
Pls explain with real time examples if any.

Thanks in advance.

like

Who’s still missing nights? 🙋🏻‍♂️

like

2 weeks in an my night and points are all fucked up.. come on Accenture get your data migration workstream together

likefunny

Hi Fishes,

Can anyone give my referral as a software developer in KPMG. I have one year experience on salesforce developer.

likesmart

HR : There is GAP in your resume
Candidate : Yes, I was in jail
HR : Why so?
Candidate : I killed the HR who said, "we will get back to you soon".

***Selected on spot****

Bogus warning - satire only, Try on your own risk in your next interview 🤣

like

For the past month, while I'm booked for 45 hrs, I'm only getting work of around 2-3 hrs from the onshore.
Should I raise this issue and if yes, to whom?
(It's my 5th month at gds)

like

Which company pays better salary - EY GDS or EY India? Also, can someone give Pros and Cons of both?

like

Got the letter.

likehelpful

What is the pay range for supervising associate?
Yoe 9.5

like
like

Do we need to carry print out of offer letter on first orientation day?

like

I renegotiated my start date and it’s different from the date I signed on the offer letter. Do I need to request a revised offer letter or is the email thread with the recruiter sufficient. By the way, my background check is already in progress.

Any 🐠 attending the Pilgrimage Festival in Nashville this weekend?

Hey all. How is the work culture in Nagarro for Bangalore location.

like

Holy cow. Have you seen the new Seamless logo? Talk about killing an iconic brand. (Sorry for the screenshot.)

Post Photo
likefunny

Bonjour, quels sont les salaires pour un poste de Junior Associate chez McKinsey ?

like

Bonjour ici !
Je suis un consultant italien avec nationalité française, j'ai été récemment contacté par une MBB et j'envisage de m'installer à Paris depuis le Moyen-Orient où je travaille actuellement.
Y a-t-il quelqu'un qui aimerait entrer en contact et me parler de son expérience?
Merci beaucoup !

like

Additional Posts in Customer Support

I hope you don’t mind, but I just have to brag. I QUIT MY JOB TODAY. Farewell, Karens.

like

I grew up with a lot of social anxiety so I can't really believe I'm saying this, but my favorite thing about working at a store is that I have to talk to people every day. It's really helped me come "out of my shell" and stepping outside of my comfort zone has given me more confidence than I ever thought it would.

like

Tell me a feel-good story from work that will restore my faith in humanity.

like

Is anyone else worried about how fast digital platforms are changing? Older employees are already struggling to keep up, and it feels like we always have a new platform to learn.

like

What are your tips for publicly responding to negative reviews?

like

Creative ways to respond to customer concerns without sounding scripted?

like

Is outbound customer support typically less stressful than inbound?

like

Is it normal to be ghosted after interviews? I’ve had three recently and not one callback.

like

In my company, we have a staff of customer support agents to resolve user concerns, but they prefer to complain on social media and never call the number we give them. Should we transfer the agents to the Social Media platforms or insistently try to get them to call us?

like

Ways to destress during work as a customer support agent?

like

I keep getting accused of being a bot in live chat. Should I approach my boss about being less scripted, or is the efficiency worth it?

like

When you’re applying for customer service jobs, do you customize the resume objective for each?

like

I do feel bad when people can’t afford our subscription any more even though they love it. However, I wish they would stop getting mad at me over it. It’s not my fault!

like

Hiring managers, what do you look for as you’re going through resumes?

like

Any suggestions for how to find a fully remote customer support job?

like

Will the customer support future be led by chatbots or will we still be necessary? lol

like

If you had to wipe a company off the face of the earth based on their customer support, which one would it be??

like

Yesterday someone told me: “I will never shop here again!” I saw them at the same time the following week! Lol. Just a reminder to not take anything too personally.

like

I’ve spent 3 years working at a call center and I would do just about anything to get off the phones. Do I aim for a promotion, or would I be better off trying another industry?

like

Can I still work as a telemarketer even though I have a noticeable accent? People don't say they can't understand me but they seem relieved when they get to talk to somebody else. My boss acts like I'm not very good at the job and I think it's because some customers think I am an "outsider," for lack of a better term. I just want to fit in.

like

New to Fishbowl?

Download the Fishbowl app to
unlock all discussions on Fishbowl.
That was just a preview…
Sign Up to see all discussions
  • Discover what it’s like to work at companies from real professionals
  • Get candid advice from people in your field in a safe space
  • Chat and network with other professionals in your field
Sign up in seconds to unlock all discussions on Fishbowl.

Already a user?
Login here

Share

Embed this post

Copy and paste embed code on your site

Preview

Download the
Fishbowl app

See what’s happening in your industry
from the palm of your hand.

A phone with Fishbowl app

Scan your QR code to download
Fishbowl app on your mobile

Download app

Sign up for free to view this conversation on Fishbowl

By continuing you agree to Terms of Use and Privacy Policy

Already have an account? Log in

Sign up for free to continue using Fishbowl

By continuing you agree to Terms of Use(New) and Privacy Policy(New)
Messaging rates may apply

Already have an account? Log in

For account settings, visit Fishbowl on Desktop Browser or

General

Legal