When they hire managers internally at CS, the choice is based on how long someone has been working as an agent, rather than their competence, so they promote wrong people and the department is currently affected by serious micromanagement issues. A manager they promoted from agent some months ago monitors, chases and threatens people of his team if they spend 2 minutes more in the loo or on a ticket, instead of spending his time as a manager
supporting them and critically evaluating their overall performance. He relies on the system Deezer uses for client support, which lets managers check how employees spend every single second of their time at work. Agents are consequently treated like machines rather than human beings and there's no trust. In contrast, when you need his help, he replies after hours. All this is seriously affecting the team and their morale.
The client support office is located in a separate building and this metaphorically mirrors the hierarchical and classist structure of Deezer and how CS is considered: a different and inferior department which doesn't even belong to the company.
CS managers don’t do anything in order to improve the consideration of their team within the company. When people from CS go to the main office they are even considered as unwelcome guests.
Internal mobility is fake: there's not possibility to progress in departments which are not related to customer service as experience and background of CS employees are not minimally considered.
CS uses an oppressive in-house system which constantly monitors employees and records what they do: how much time (minutes and seconds) they spend on a ticket, if and how many breaks they take, how many minutes/seconds each break takes. This creates anxiety in the employees and it doesn’t make them feel trusted.
It doesn’t matter if you work hard and are very productive: you will get same pay rise as lazy people, as they only give a ridiculous adjustment based on how long you have been working at Deezer, rather than appropriate senior level. This means that people who have been working for 1 or 2 years and train new employees get the same pay as new employees themselves who have started from scratch.
The best recognition you can get is a ridiculous primary school sweets box with a 5£ Amazon voucher.
