A real review of this job role
The job is very different to what is advertised, the job title should have the word SALES in it.
Its as much about generating sales leads for other departments as it is customer service. You are even reprimanded if they feel that you missed a sales opportunity.
The quality standards are ultra strict and clearly designed to mark down staff in every possible way.
Why? Its because your bonus relies on your quality scores and the majority of the staff earn no bonus at all despite being overworked / underpaid in the first place.
It is a typical call centre / sweatshop type environment with totally inadequate facilities for the number of staff, opportunities to progress within the department are practically zero unless you are part of the click / a "yes" merchant and Team / Department Managers that think far too much of themselves and actually believe that they are the people who keep the place running.
If you just need a job to cover your share of the rent and to party at the weekends then it might work for you.
If you want to build a career, be fairly paid / recognised for your hard work and be able to progress then give this place a big swerve.
City Centre location, work hours are better than many contact centres.
Heavily sales orientated, typical call centre, underpaid for whats expected.