Pros
Some awesome people working there.
Kontras
After the change to the new system (merlin), there were issues with multiple systems. This negatively effects the entire business of course but it seems that customer care bares the brunt of it all... first the customers are so upset with the failings of the company and then the pressure for sales kick in and new KPI's are introduced that aren't realistic. In my interview they said there's lot of movement from the call center to the main HQ - this is not the case. I've seen quite a few people managed out of the company including myself. If they like you, they'll let your KPI's slide... if they don't, or they think you'll become a liability, they'll use your KPI's against you and manage you out. It's so disgusting, glad I left.