I have worked my entire life in the hotel industry in Europe and the USA, from waiter to night auditor. Customer service is in my blood and sweat, which has kept me thriving.
My wife and I built our family in Belgium, but we married in Thailand, as my wife is Thai. After 7 years, we decided to move to Bangkok to be closer to my wife’s family. I already understood the customs and the people, having come here many times before our relocation. We also knew our kids were familiar with the way of life and the weather, making the decision easier.
So, when I heard that Agoda was looking for a native French speaker to work in its Bangkok office, I immediately applied. I’ve been with Agoda for more than 10 years, and I haven’t looked back!
A Day in the Life as a QA Analyst in the Customer Support Team
I’m part of the Customer Experience Group, our customer support and services team. It’s one of the biggest teams at Agoda, with more than 3,000 employees worldwide, to provide 24/7 support to our customers and partners.
I am a Senior Quality Assurance Analyst, and my team’s purpose is all about driving excellence and continuous improvement. For example, we help uncover root causes and underlying factors to effectively address compliance or operational gaps.
I have the privilege of working closely with different stakeholders to align and achieve shared goals in ensuring that our frontline agents can continue to deliver high standards of engagement. This gives me the chance to meet different people from many working backgrounds and learn other points of view.
Our collaboration resulted in a decrease in case handling time for the frontline agents and some improved standard operating procedures like Best Price Guarantee (BPG).
Why Agoda is an Exciting Workplace
First, the regular working hours and off days on weekends, in addition to the many public holidays in Thailand, suited my family life. Agoda is a multicultural company where I’ve been able to connect with co-nationals, which has been incredibly comforting.
At the same time, we get to meet and work with people from all over the world. The diversity of the people here creates an environment where we’re constantly learning from each other. And it’s not just about work, we often share valuable advice on our experiences in Thailand.
Growing at Agoda: Learning, Evolving and Thriving
I find career growth at Agoda to be a dynamic process, and it is a company where I can continuously learn and evolve. I am particularly interested in understanding how different departments work together toward common goals and contributing to the overall success of the organization.
Agoda has helped me grow professionally and personally. I like the unlimited access to online training and workshops. These have helped me improve my ability to analyze data and learn to give clearer, more constructive feedback to both the team and shareholders.
I used to fear public speaking, but Agoda’s learning culture and the many presentations I’ve given to our shareholders and team members has helped me overcome that fear and build my confidence. It’s also taught me how to communicate more effectively.
Living in Bangkok with a Family: A Family-Friendly City Full of Opportunities
I came to Bangkok with small children, so education and healthcare were the two most important criteria for my family. Compared to Belgium, there are many available schools in Bangkok at different price ranges. Before moving here, we visited a number of schools near our home before deciding.
The same is true for healthcare. There are many hospitals available in Bangkok and at different costs. My tips for those moving with family are as follows: Explore the different options in Bangkok and get recommendations from fellow colleagues at Agoda or the expat communities.
I have to say that for families with children, there are many activities around Bangkok, even strolling in the air-conditioned malls during Bangkok’s year-long summer heat. We enjoy going to the golf range and walking in parks. Harborland is a great place for the kids to run and play around.
Bangkok is a thriving city that maintains its culture and traditions. You can walk in the street and go from a traditional neighborhood to a skyscraper and taste all the local and international food directly from street food vendors. One of my favorite things to do, aside from shooting some golf balls at a driving range, is walking at night around Chinatown.
If I were to compare Bangkok with Brussels, Bangkok would be a constantly lively city. Everything in Bangkok is open seven days a week, with a special shoutout to the 7/11 convenience stores, which have everything and are everywhere!
Cost of Living in Bangkok: From Affordable and Practical Living to Luxury Options
Bangkok offers a wide range of living cost options. There are cheap options, but of course, Bangkok being a big city, if you want to live Beverly Hill style, you will have to pay the price. The price of rentals (house or condominium) is less compared to Brussels, and it goes the same for local and European food.
If you’re coming from Belgium, where public schools and healthcare are subsidized, it’s important to consider the costs of education and healthcare here. Bangkok is home to many excellent private schools at different price ranges, so you can find something that fits your family’s needs and budget. And if you’re looking for native English-speaking teachers, they may have additional fees.
The same goes for healthcare. I am confident that my family and I will be well taken care of when it comes to health treatments, as Bangkok actually attracts thousands of visitors each year for medical tourism and the quality of the system here.
Final Thoughts: Why Agoda is the Place to Be
Agoda’s multicultural environment means you have nothing to fear about joining, I am confident that no matter where you are from, you will feel welcome. Also, Thailand truly lives up to its nickname, “The Land of Smiles” thanks to the locals’ kindness and way of living. I’m incredibly grateful that, with just a small hospitality background, I’ve grown to become a senior in a field I never thought I could succeed in.
As Kevin Garnett famously shouted when he won the 2008 NBA Championship with the Celtics: “Anything is possible!”
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