Hong Kong, China – November 13th , 2020 – At the 2020 International CRE Awards Ceremony, Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 18th Customer Relationship Excellence Awards (CRE Awards).


Winner of the 2020 CRE Awards:

Henderson Land Group Property Management Department (Hang Yick And Well Born)

  • Corporate Environmental Leadership of the Year 2020
    • Corporate Service of the Year 2020

“It’s a distinct honor to receive the CRE Awards for 18 consecutive years, and we are pleased to be awarded ‘Corporate Environmental Leadership of the Year’ & ‘Corporate Service of the Year’ by the APCSC. ‘Henderson Land Group Property Management Department (Hang Yick & Well Born)’ has been achieving numerous ‘CRE Awards’ in Customer Services and other achievements over the years. These achievements have fully manifested our continuous commitment to strive for excellence in premium property management services. It not only served as a proof of customer’s recognition, but also a great encouragement to motivate us to attain even better performance.  Henderson Land Group Property Management Department will be upholding its management philosophy – ‘Interactive Services for Quality Management’ in the future. APCSC keeps up the market by launching different categories of CRE Awards to motivate the corporates to develop in different aspects should be esteemed.”


Mr. Suen Kwok Lam, BBS, MH, JP, Executive Director
Henderson Land Development Co. Ltd.

Winner of the 2020 CRE Awards:

DHL-Sinotrans International Air Courier Ltd.

  • Customer Relationship Excellence - Outstanding Achievement 2020
    • Contact Center of the Year 2020 (Logistics – Under 1000 Seats)
      • Online Customer Service of the Year 2020
        • High Speed Customer Service of the Year 2020

“Great thanks for the recognition from APCSC for such a great honor we have ever had. CRE Awards competition, CSC activities, training programs and high evaluation standards always impress us! Despite an extraordinary challenging year, we actively participated in the awards evaluation and competition, so it is a special moment for us all. We are becoming better and better, learning and growing together with the association, and actively helping service development with AP CSC. Sure thing, we keep our learning and improving faster than ever before with APCSC. On this good-to-great journey, we may enjoy, contribute and build strong trust. We will firmly put APCSC CSQS standards into the real practice that is great to our business, our customers and our partners. Once again, thank you so much for the recognition.”


Ms. Gwen Wang, Vice President, China Customer Service
DHL-Sinotrans International Air Courier Ltd.

Winner of the 2020 CRE Awards:

The Hongkong Electric Co., Ltd.

  • Public Service of the Year 2020
    • Customer Service Team Leader of the Year 2020 (Public Utilities – Contact Center)
      • Customer Service Professional of the Year 2020 (Public Utilities – Contact Center)
        • Customer Service Professional of the Year 2020 (Public Utilities – Service Center)
          • Customer Service Professional of the Year 2020 (Public Utilities – Technical Center)
            • Merit Certificate Customer Service Professional of the Year 2020 (Contact Center)
              • Merit Certificate Customer Service Professional of the Year 2020 (Technical Center)

“HK Electric has been serving Hong Kong for more than 125 years, with a proud heritage of providing a safe and highly reliable electricity supply at an affordable price to our customers on Hong Kong and Lamma Islands. Since 1997, our supply reliability rating has been maintained at over 99.999% – one of the best records in the world. We are committed to providing quality service for our customers, and strive to be customer-focused, service-oriented and caring in the way we serve. We are honoured to have won the ‘Public Service of the Year (Public Utility)’ Award for 12 consecutive years and eight individual awards in the APCSC CRE Awards. These awards recognise our efforts in pursuing service excellence. We will continue to listen closely to our customers and to serve them better with innovative ideas and advanced technology.”


Mr. Raymond Choi, General Manager (Customer Services)
HK Electric

Winner of the 2020 CRE Awards:

  • Global Support Services of the Year 2020 (Logistics)
    • Best Customer Experience Management of the Year 2020 (Logistics)
      • Contact Center of the Year 2020 (Logistics – Under 300 Seats)
        • People Development Program of the Year 2020 (Logistics)
          • Customer Service Supervisor of the Year 2020 (Logistics – Contact Center)
            • Customer Service Professional of the Year 2020 (Logistics – Contact Center)

“The consecutive wins in CRE awards are true testaments to our commitment to achieving the highest level of service quality that our customers have come to expect, even in trying times. We take pride in our dedicated teams who resiliently fulfill their duties with dedication and excellence amid the pandemic. We will continue to offer best-in-class service to help our customers grow their business and support their business operations, with the support of our global network.”


Mr. Chee Choong Ng, Senior Vice President and Managing Director
DHL Express Hong Kong and Macau

Winner of the 2020 CRE Awards:

AXA Hong Kong and Macau

  • Customer Engagement Program of the Year 2020
    • Best Customer Experience Management of the Year 2020 (Insurance)
      • Contact Center of the Year 2020 (Insurance – Under 200 Seats)
        • Customer Satisfaction Quality System of the Year 2020
          • Innovative Technology of the Year 2020
            • Customer Service Manager of the Year 2020 (Insurance – Contact Center)
              • Customer Service Manager of the Year 2020 (Insurance – Service Center)
                • Customer Service Manager of the Year 2020 (Insurance – Technical Center)
                  • Customer Service Manager of the Year 2020 (Insurance – T & D Center)
                    • Customer Service Team Leader of the Year 2020 (Insurance – Contact Center)
                      • Customer Service Team Leader of the Year 2020 (Insurance – Service Center)
                        • Customer Service Team Leader of the Year 2020 (Insurance – T & D Center)
                          • Customer Service Professional of the Year 2020 (Insurance – Contact Center)
                            • Customer Service Professional of the Year 2020 (Insurance – Service Center)
                              • Customer Service Professional of the Year 2020 (Insurance – Technical Center)

“It is our great honour to receive the CRE Awards from APCSC this year. At AXA Hong Kong, meeting customer needs is our core focus. We are committed to transforming ourselves from being a payer to partner for our customers and enhancing the end-to-end customer experience, making insurance simpler and more personal.”


Ms. Sally Wan, Chief Executive Officer
AXA Hong Kong and Macau

Winner of the 2020 CRE Awards:

CSL Mobile Limited

  • Corporate Employer of the Year 2020
    • Best Customer Experience Management of the Year 2020 (Mobile)
      • Contact Center of the Year 2020 (Mobile – Under 300 Seats)
        • Customer Service Manager of the Year 2020 (Mobile – Contact Center)
          • Customer Service Manager of the Year 2020 (Mobile – T & D Center)
            • Customer Service Supervisor of the Year 2020 (Mobile – Contact Center)
              • Customer Service Supervisor of the Year 2020 (Mobile – Sales & Marketing Center)
                • Customer Service Supervisor of the Year 2020 (Mobile – T & D Center)
                  • Customer Service Team Leader of the Year 2020 (Mobile – Contact Center)
                    • Customer Service Professional of the Year 2020 (Mobile – Contact Center)
                      • Customer Service Professional of the Year 2020 (Mobile – Sales & Marketing Center)
                        • Customer Service Professional of the Year 2020 (Mobile – T & D Center)

“On behalf of CSL Mobile Limited, I wish to thank the Asia Pacific Customer Service Consortium for recognizing our efforts in constantly striving for customer service excellence. I would also like to thank each member of our team for his/her outstanding work and remarkable contribution. We are hugely grateful to our customers for their appreciation of CSL’s commitment to service excellence, while recognizing our industry leadership and reputation for innovation. We will continue to focus sharply on earning loyalty by seizing every opportunity to improve the overall customer experience and upholding an unswerving determination to succeed.”

Mr. Bruce Lam, Managing Director for Consumer Mobile
CSL Mobile Limited

Winner of the 2020 CRE Awards:

  • Employee Engagement Program of the Year 2020
    • People Development Program of the Year 2020 (Property Management)


Winner of the 2020 CRE Awards:

China Telecom Global Limited

  • Global Support Services of the Year 2020 (Telecommunications)
    • Project Manager of the Year 2020 (Network Communications)
      • Customer Service Team Leader of the Year 2020 (Network Communications – Technical Center)
        • Customer Service Professional of the Year 2020 (Network Communications – Contact Center)
          • Customer Service Professional of the Year 2020 (Network Communications – Technical Center)

“CTG is very honored to have our Contact Centre receiving the Corporate Award of The Global Support Service of the Year as well as 11 members of our staff receiving Individual Awards in the categories of Customer Service Manager, Customer Service Team Leader and Customer Service Professional. These Awards are a valuable recognition of our commitment to lead the market for customer experience and advocacy. As one of the world’s leading integrated information service provider, we always uphold our service principle and are committed to our motto – Customer First, Service Foremost. These award does not only recognize the quality service of our frontline professionals, it also acknowledges CTG’s commitment in customer service, staff training and development. As a leader in the telecommunication market, we will continue to strive for better customer service, and actively promote professionalism in telecom industry. We would like to offer our special thanks goes to APCSC for providing this professional platform for experience exchange and benchmarking among service leaders across industries. CTG’s participation in the CRE Awards is a promise and a drive for us to continuously strive for superior experience for our customers.”


Ms. Zhang Ping, Marketing Vice President of China Telecom Global Ltd.

Winner of the 2020 CRE Awards:

Manulife (Cambodia) Plc.

  • Best Corporate Brand of the Year 2020
    • Corporate Social Responsibility Leadership of the Year 2020

“At Manulife, our mission is to help people make decisions easier and lives better. Since we started our operation in 2012, we have a clear commitment to help build a healthier and better financial future for Cambodian families. It is an honor to receive these 2 international awards, ‘Best Corporate Brand of the Year 2020’ and ‘Corporate Social Responsibility Leadership of the Year 2020.’ These awards reflect our strong commitment and dedication in building trust and public awareness about life insurance and continuous support for our local communities through our sponsorship and community programs. Receiving these awards will further encourage us to continue to be a customer-centric organization and to invest in programs that address broader social needs. I would like to thank our customers, business and community partners, and the Ministry of Economy and Finance of Cambodia for the support and trust in us so far. I also want to thank the Cambodia team for their commitment and dedication in making every day better for our customers and the community.”

Ms. Nara Kann, Chief Client Officer
Manulife (Cambodia) Plc.

Winner of the 2020 CRE Awards:

China Telecom Global Customer Service Center

  • Integrated Support of the Year 2020
    • Customer Service Team Leader of the Year 2020 (Network Communications – Service Center)

“China Telecom Shanghai Network Operation and Maintenance Center (Global Customer Service Center) is always committed to providing the highest standard of communication services and excellent customer services to our customers. We are very honored to be selected as “Integrated Support Team of The Year (Telecommunications)” for six consecutive years. The award recognizes our continual efforts and improvements in customer services over the years. In addition, our team has received a total of four individual awards. The achievements well demonstrate the dedicated efforts of our frontline team in delivering premier services. All these prestigious accolades provide further impetus for us to work and serve customers better. At China Telecom Shanghai Network Operation and Maintenance Center, we will continue to enhance our services to meet or even to exceed our customers’ expectations.”


Mr. Shao Yang, Director, Global Customer Service Center
China Telecom Shanghai Network Operation and Maintenance Center

Winner of the 2020 CRE Awards:

China Telecom CTExcel

  • Contact Center of the Year 2020 (Telecommunications – Under 50 Seats)
    • Customer Service Professional of the Year 2020 (Mobile – Service Center)
      • Merit Certificate Customer Service Professional of the Year 2020 (Contact Center)

“We are honored to be awarded the ‘Contact Center of the Year’ and two individual awards for three consecutive years in the ‘Customer Relationship Excellence’ competition sponsored by the APCSC this year. This is the great recognition of our unremitting efforts from the experts and judges in our industrial, which inspired the morale of our team as well as highlighted our high reputation and competitiveness in the very competitive international market environment. We focus on our customers, providing our best service for them. And we are people-oriented, focusing on the combination of the company development and our employees’ development. In the future, we will continue to improve the quality of customer service, enhance customer service capabilities and strive to achieve the goal that costumers always choose our service confirmedly.”

Mr. Tao Zhang, Vice President, Overseas Mobility Business Department
China Telecom Global Ltd

Winner of the 2020 CRE Awards:

Teleperformance In China

  • Contact Center of the Year 2020 (Outsourcing Service China – Above 3000 Seats)

“Teleperformance is honoured to be recognized by the prestigious CRE Awards and awarded ‘Contact Center of the Year’. This is a high recognition of our continued focus on delivering customer centric solutions and experiences which ultimately benefit our client brands. For over 40 years across the world, Teleperformance has been learning from each and every interaction, serving many different countries and segments, because each one is unique; especially this year, COVID-19 has brought huge impact and pressure on a global scale, fortunately, our Cloud campus solution can continue to provide services and supporting to our customers, so that end users have a good customer experience Thank you to APCSC for recognizing these efforts and the value this create for our customers. For us, each interaction needs to be treated as unique. We make a difference in people’s lives. We constantly invest in research and development to get a deeper understanding of customers’ thoughts, behaviors, and needs, across different countries, industries, channels, and generations.”

Mr. Joseph Wai, Executive Chairman
Teleperformance

Winner of the 2020 CRE Awards:

H-PRIVILEGE LTD.

  • Best Use of Technology of the Year 2020


Winner of the 2020 CRE Awards:

Marks & Spencer

  • Customer Service Supervisor of the Year 2020 (Retail Service – Sales & Marketing Center)
    • Customer Service Team Leader of the Year 2020 (Retail Service – Sales & Marketing Center)
      • Customer Service Professional of the Year 2020 (Retail Service – Service Center)
        • Customer Service Supervisor of the Year 2020 (Retail Service – Service Center)

“The Al-Futtaim Group always puts customer at the heart of everything we do. We are passionate to achieve extraordinary results by delighting our customers through the vision of Respect, Integrity, Collaboration and Excellence. Since the acquisition of the Marks & Spencer franchise in Asia, Al-Futtaim strives to provide customers with exceptional services and the best product offerings, whilst delivering the promise of making EVERY moment special for EVERY customer EVERY time. Not only does the company encourage staff to listen to customers’ needs, employees are given the trust and freedom to go the extra mile and deliver personalized services and special moments to customers. Frontline employees are the brand ambassadors and a direct representation to our service philosophy. We’re honoured that our colleagues’ efforts and performances are recognized by the APCSC CRE Awards Committee and won 8 individual awards in this year’s Customer Relationship Excellence Awards programme.”

Ms. Christine Choi, CEO
M&S Asia

Winner of the 2020 CRE Awards:

SBS Transit Ltd

  • Customer Service Team Leader of the Year 2020 (Transportation – Service Center)
    • Customer Service Professional of the Year 2020 (Transportation – Service Center)

“Everything we do at SBS Transit is for our customers. We want to ensure not just their safety and comfort when they travel on our buses and trains, but also bring a smile to their faces if we can. This is why we have a service excellence road map to cover values, standards, training, and also a rewards and recognition programme. Susan, Xiaohong and Azim demonstrate the quality of our CARES (Caring, Reliable, Safe and Secure) service and I congratulate them on winning the award.”

Mr. Cheng Siak Kian, Ag CEO
SBS Transit

Winner of the 2020 CRE Awards:

The Hong Kong Jockey Club – Retail & Telebet Services Department

  • Project Analyst of the Year 2020 (Entertainment)
    • Customer Service Manager of the Year 2020 (Entertainment – Contact Center)
      • Customer Service Analyst of the Year 2020 (Entertainment – Contact Center)
        • Customer Service Supervisor of the Year 2020 (Entertainment – Contact Center)
          • Customer Service Team Leader of the Year 2020 (Entertainment – Contact Center)
            • Customer Service Team Leader of the Year 2020 (Entertainment – Technical Center)
              • Customer Service Team Leader of the Year 2020 (Entertainment – T & D Center)

“It is a great honour to have several colleagues from our Retail & Telebet Services Department selected as winners of Customer Relationship Excellence awards (individual). As the provider of Hong Kong’s most popular sports entertainment, we continue to work hard to understand, anticipate and meet our customers’ needs across multiple segments and channels. Although 2020 was full of challenges, we are proud to continue to uphold a high standard of racing events that continue to bring the entertainment to our customers, and support the various channels that suit customer preference and convenience. We will continue to strive for service excellence and innovation in our service strategy that support the Club’s purpose of acting continuously for the betterment of our society. Furthermore, we would like to take this opportunity to express our appreciation to APCSC for connecting with the industry and helping us achieve our customer service goals. We also like to thank our colleagues for their efforts in pursuing customer service excellence over the years.”

Ms Grace Liang, Head of Retail and Telebet
The Hong Kong Jockey Club

Winner of the 2020 CRE Awards:

Nan Fung Property Management - Nan Fung Tower

  • Customer Service Supervisor of the Year 2020 (Property Management – Service Center)

“At Nan Fung Property Management, every team player is encouraged to unleash potential at their role, together making their impacts on establishing a unique team in providing professional property and facility management services. We are proud to see our efforts and dedication to service excellence being recognized by the industry, and the award received at the 18th International CRE Awards from the Asia Pacific Customer Service Consortium (APCSC) this year further asserts our determination on pathing an exceptional customer journey for our customers.  On behalf of Nan Fung Property Management, I would like to thank APCSC for the recognition and all the colleagues contributing to this achievement.  We, as one team, shall continue to realize our vision of ‘We Improve the Quality of Life’.”

Mr. Calvin Lee, Director and General Manager
Nan Fung Property Management

Winner of the 2020 CRE Awards:

CITIC Telecom International CPC Limited

  • Customer Service Professional of the Year 2020 (Network Communications – Service Center)

“We are very pleased that Christine Chan from our Customer Support team has won the ‘Customer Service Professional of the Year (Service Center)’ award. It is a distinct honour to continue our momentum of winning recognition from APCSC for 13 consecutive years. It is also a great encouragement towards our team as our effort in delivering excellent services has been recognized. We will continue to strive for excellence in the industry as the role model of world-class service and innovative technologies. As a leading global local ICT Solutions Partner and Digital Transformation Enabler, our experienced and dedicated team of service professionals will continue to support our customers in achieving higher productivity, agility, cost-efficiency, and ultimately, Digital Globalization by unlocking their digital capabilities and transforming technical potential into real business values.”

Ms. Christine Zee, Vice President of Customer Service
CITIC Telecom CPC

Winner of the 2020 CRE Awards:

China Enterprise ICT Solutions Limited (CEC)

  • Customer Service Manager of the Year 2020 (Network Communications – Service Center)

“We are much honored that our team member won ‘Customer Service Manager of the Year 2020 (Service Center)’ this year. Winning CRE awards for years is a strong testament of our commitment to service excellence and outstanding performance of front-line staff. As a service-driven ICT service provider, CEC is renowned for high standard of professional service in the industry and always striving to offer a comprehensive range of innovative solutions to customers through advanced technologies, internationally and domestically certified operations processes and well-established network infrastructure. We would also like to take this opportunity to thank APCSC for their long-term dedication in promoting customer relationship excellence. Moving forward, we will continue to devote our best efforts in providing high quality and extensive services to customers to exceed their expectations.”

Mr. Chris Fung, Senior Vice President of Engineering & Services
China Enterprise ICT Solutions Limited (CEC)

Winner of the 2020 CRE Awards:

Fudan University

  • CRM Director of the Year 2020

“It is a privilege to receive such a prestigious award.   Technology has always played a pivotal role in the business world across industry through computation and automation that subsequently save cost and increase productivity. Thanks to the last ten years of explosive technology advancement, which has accelerated how company operates, people engage, and challenge our conventional wisdom. With the rise of artificial intelligence, blockchain, cloud computing, and big data. Many of the unthinkable is made possible. All of these technology changes allow creation of new products and services which have direct positive impact to our consumers.  More and more, technology embeds in our daily lives without us realizing it. This is the true power of technology.”

Mr. Gregory Au-Yeung, Senior Advisor
Fudan University