QSC is a Good company ruined by toxic senior leadership culture - Senior Manager, Customer Experience Hapag-Lloyd Employee Review

This used to be a much better place to work, but over the last 4 years or so the culture has gone downhill badly. The biggest issue is the leadership style at the top. There is a complete lack of empathy and respect, especially towards operations, customer service, and frontline support staff. People are overworked, constantly monitored, and spoken to in a way that is honestly humiliating. Shouting and harsh communication has become normal, and it creates an environment where everyone is stressed and scared of making mistakes. Customer service teams are treated like they are in a call centre. Everything is timed and tracked to an unhealthy level, and it feels like people are not trusted at all. Breaks are monitored, and there is no flexibility. Operations teams work extremely long hours and put in real effort, but there is very little recognition or growth. Promotions are rare, and most people feel stuck no matter how hard they work. What is most disappointing is the way housekeeping and security staff are treated now. Earlier they were included and treated with dignity. Now they are treated like they don’t matter, only called when work needs to be done, excluded from events, and spoken to harshly. Even department heads have stopped escalating concerns because they feel it will not make any difference. The regional leadership outside India also seems disconnected and doesn’t intervene, which only encourages this behaviour. Overall, it has become a very draining workplace. If you value a respectful environment and leadership that listens, think carefully before joining.