false promises and lies - Customer Service Specialist N26 Employee Review

It’s encouraging for us to hear you had a good working relationship with your manager, and that you enjoyed your perks and benefits. However, it’s clear that your expectations for training and scheduling were not met, and we would like to respond to these concerns. This year we have increased the weekly training hours for our Customer Service Specialists, to ensure they are kept up to date and are empowered with the relevant knowledge and skills to answer all of our customers' questions. We have also reviewed and refreshed our catalog of training workshops, with the intention of keeping our content innovative and engaging for the learner. We continue to update and work on our Knowledge Base, to make information, updates and answers quick and easy to find. We have a dedicated scheduling team that is available to support our team and answer their questions. Above and beyond complying with all labour laws (i.e. resting time, consecutive working days, days off & break scheduling etc.), we aim to match our people with their preferred schedules as much as possible. In 2020, the percentage of preference granted is above 70%. Of course there will always be a balance required, to ensure we cover our operating hours and meet changing business drivers such as customer growth and the evolution of our product. We guarantee a minimum of 2 weekends off per month, and put measures in place to prevent people from having different shifts everyday. We appreciate that there is always room for improvement, and we have shared your feedback with our leadership team in CS for further reflection and action. Our goal is to continue to improve our employee experience, and your feedback plays an important role in this. Thanks for getting in touch, and for being a part of the journey with us.