Hong Kong, China – November 16th, 2023 – At the 2023 International CRE Awards Ceremony, Hong Kong & Asia Pacific Customer Service Consortium (HK & AP CSC, The Consortium) have announced the list of Winners for the 2023 International Customer Relationship Excellence Awards (CRE Awards). They are selected through a comprehensive balanced score card of self-assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the International Customer Service Quality Standard (CSQS) 19.0, and a final round of judging by a panel of CRE experts. The goal of the CRE Awards is to promote service quality and Customer Relationship Excellence in international cities across regions and to recognize governments, companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.

Media & Newspaper Coverage:
Hong Kong Economic Times, 12 April 2024
Event Supplement


Winner of the 2023 CRE Awards:

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

  • CSQS Certified Customer Service Center Level III Strategic Business Unit
    • Corporate Environmental Leadership of the Year 2023 (Property Management)
      • Corporate Social Responsibility Leadership of the Year 2023 (Property Management)

“Henderson Property Management Department (Hang Yick and Well Born) has been putting continuous efforts for innovations and improvements to have achieved Corporate Environmental Leadership of the Year (Property Management) and Corporate Social Responsibility Leadership of the Year (Property Management) presented by the Asia Pacific Customer Service Consortium. These achievements have fully manifested our commitment and dedication to strive for excellence in providing premium property management services. These achievements not only served as a proof of customer’s recognition, but also a great encouragement to motivate us attaining even better performance. Looking forward, Henderson Property Management Department will continue with our management philosophy ‘Interactive Services for Quality Management’ to achieve even more with our team members. On the other hand, APCSC has been keeping up with the market trends to motivate corporates to develop in different aspects, which should also be highly recognized and respected.”


Mr. Suen Kwok Lam, BBS, MH, JP
Executive Director
Henderson Land Development Company Limited

Winner of the 2023 CRE Awards:

The Hongkong Electric Co., Ltd.

  • Public Service of the Year 2023
    • Customer Service Manager of the Year 2023 (Contact Center - Public Utilities)
      • Customer Service Team Leader of the Year 2023 (Contact Center - Public Utilities)
        • Customer Service Professional of the Year 2023 (Contact Center - Public Utilities)
          • Customer Service Professional of the Year 2023 (Service Center - Public Utilities)
            • Customer Service Professional of the Year 2023 (Technical Center - Public Utilities)
              • Merit Certificate Customer Service Professional of the Year 2023 (Contact Center)
                • Merit Certificate Customer Service Professional of the Year 2023 (Technical Center)

“Having been the power behind Hong Kong since 1890, HK Electric takes pride in its track record of providing a safe and highly reliable electricity supply at an affordable price to customers on Hong Kong and Lamma Islands. It gives us great honour to have received the ‘Public Service of the Year (Public Utility)’ for 15 years in a row, as well as 8 other individual awards received from the APCSC CRE Awards. These recognitions reinforce our commitment to providing good and ever-improving customer services. We will continue to dedicate our efforts to meeting our customers’ needs, as well as going beyond their expectations to achieve total customer satisfaction.”


Mr. Raymond Choi
General Manager (Customer Services)
The Hongkong Electric Co., Ltd.

Winner of the 2023 CRE Awards:

DHL Express (Hong Kong) Limited

  • Global Support Services of the Year 2023 (Logistics)
    • Best Customer Experience Management of the Year 2023 (Logistics)
      • Contact Center of the Year 2023 (Logistics – Under 300 Seats)
        • People Development Program of the Year 2023 (Logistics)
          • Customer Service Supervisor of the Year 2023 (Contact Center - Logistics)
            • Customer Service Professional of the Year 2023 (Contact Center - Logistics)
              • Customer Service Professional of the Year 2023 (Technical Center - Logistics)
                • Merit Certificate Customer Service Professional of the Year 2023 (Contact Center)
                  • Merit Certificate Customer Service Professional of the Year 2023 (Technical Center)

DHL Hong Kong

“Our Insanely Customer Centric Culture has always been one of the most important core values determining our brand strength. The award is a testament to our dedication to delivering the best in logistics and enabling trade amid increasingly complex challenges in the global supply chain. We are very grateful that our employees share our vision of providing exceptional service and keep customers as our top priority. The award honors the hard work, dedication and passion of our employees and consistently delivers our customer promise of “Excellence, Simply Delivered.”


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

Winner of the 2023 CRE Awards:

AXA Hong Kong and Macau

  • Contact Center of the Year 2023 (Insurance - Under 100 Seats)
    • Customer Service Manager of the Year 2023 (Service Center - Insurance)
      • Customer Service Analyst of the Year 2023 (T & D Center - Insurance)
        • Customer Service Supervisor of the Year 2023 (Contact Center - Insurance)
          • Customer Service Team Leader of the Year 2023 (Contact Center - Insurance)
            • Customer Service Professional of the Year 2023 (Contact Center - Insurance)
              • Customer Service Professional of the Year 2023 (Service Center - Insurance)
                • Merit Certificate Customer Service Professional of the Year 2023 (Contact Center)
                  • Merit Certificate Customer Service Supervisor of the Year 2023 (Contact Center)

“It is our great honour to receive the CRE Awards from APCSC this year. This recognition is a testament to our purpose “Act for human progress by protecting what matters”. All employees at AXA Hong Kong & Macau share the same goal of being a lifetime partner of our customers through providing humanised services and solutions to them. At AXA Hong Kong and Macau, Customer First is one of our core values – Catering customer needs is our top priority. Through proactive listening to our customers and technology and digital transformation, we have achieved service enrichment and continuous product innovation. We are dedicated to providing customers with personalised services and excellence solutions, leveraging a solid financial foundation.”


Ms. Sally Wan
Chief Executive Officer
AXA Greater China

Winner of the 2023 CRE Awards:

China Telecom Global Limited

  • Best Customer Experience Management of the Year 2023 (Telecommunications)
    • Project Manager of the Year 2023 (Network Communications)
      • Account Service Manager of the Year 2023 (Service Center - Network Communications)
        • Merit Certificate Project Manager of the Year 2023
          • Merit Certificate Account Service Manager of the Year 2023 (Service Center)

“It is a distinct honor to receive the Award of Global Support Services of the Year (Telecommunications) for eleven consecutive years, and individual service Awards from APCSC.  CTG dedicates itself to creating a new ONE CTG global integrated development pattern. By placing HR reformation at the forefront to simulate entrepreneurial spirit to all employees, accelerating business and digital transformation which establishes a comprehensive digital mindset within CTG. At the same time, CTG strives to provide world-class data and technology services through empowering both internally and externally market insights, development, and industry benchmarking to every customer success.”


Mr. Wang Hai Zhou
Marketing Deputy General Manager
China Telecom Global Ltd.

Winner of the 2023 CRE Awards:

China Telecom Global Customer Service Center

  • Global Support Services of the Year 2023 (Telecommunications)
    • Customer Service Supervisor of the Year 2023 (Contact Center - Network Communications)
      • Customer Service Professional of the Year 2023 (Contact Center - Network Communications)
        • Merit Certificate Customer Service Professional of the Year 2023 (Contact Center)


Winner of the 2023 CRE Awards:

Henderson Land Group (Property Management Department) H-Privilege Limited

  • Employee Engagement Program of the Year 2023 (Property Management)

“Henderson Property Management Department (Hang Yick and Well Born) has been putting continuous efforts for innovations and improvements to have achieved Corporate Environmental Leadership of the Year (Property Management) and Corporate Social Responsibility Leadership of the Year (Property Management) presented by the Asia Pacific Customer Service Consortium. These achievements have fully manifested our commitment and dedication to strive for excellence in providing premium property management services. These achievements not only served as a proof of customer’s recognition, but also a great encouragement to motivate us attaining even better performance. Looking forward, Henderson Property Management Department will continue with our management philosophy ‘Interactive Services for Quality Management’ to achieve even more with our team members. On the other hand, APCSC has been keeping up with the market trends to motivate corporates to develop in different aspects, which should also be highly recognized and respected.”


Mr. Suen Kwok Lam, BBS, MH, JP
Executive Director
Henderson Land Development Company Limited

Winner of the 2023 CRE Awards:

China Mobile Hong Kong Company Limited

  • Innovative Technology of the Year 2023 (Mobile)
    • Contact Center of the Year 2023 (Mobile - 300 Seats)
      • Customer Relationship Marketing Service of the Year 2023 (Mobile)

“CMHK is honored to have participated in the Customer Service Quality Standard (CSQS) organized by the Asia Pacific Customer Service Consortium for the first time. To receive three awards for outstanding customer relationship services is an achievement we’re immensely proud of. The accolades are a sincere appreciation and affirmation of our service excellence demonstrated over the years. As we set our sights on the future, we will remain steadfast in upholding our ‘customer-centric’ service values, and continue to provide efficient, high-quality and exceptional customer experiences while providing our customers with ‘Heartwarming Service’.”

Ms. Liv Lan
General Manager, Customer Service
China Mobile Hong Kong Company Limited

Winner of the 2023 CRE Awards:

PT. Karya Kreatif Nusantara

  • CRE Innovation Leadership of the Year 2023 (Social Media)
    • Best Use of Knowledge Management of the Year 2023 (Social Media)

“Thank you APCSC for awarding SnackVideo this honor. It is a recognition of our team’s unremitting efforts and an affirmation of SnackVideo’s commitment to providing excellent customer service. We appreciate the trust and support of each user, and it is the feedback and suggestions from users that drive our continuous efforts to enhance the user experience. SnackVideo will continue to uphold the philosophy of being customer-centric, providing our users with outstanding and reliable services. Once again, thank you for your support; this award will inspire us to go further and create more enjoyable experiences for our users.”

Mr. Peter Chen
Head of Customer Experience and Trust & Safety
SnackVideo

Winner of the 2023 CRE Awards:

LeiMing Technology Company Limited

  • Best Customer Experience Management of the Year 2023 (Outsourcing Service)
    • CEO of the Year 2023 (Outsourcing Service)

“I am honored to receive the ‘CEO of the Year’ award. I would like to express my gratitude to the organizing committee of APCSC (Asia Pacific Customer Service Consortium) for hosting this event and bestowing this honor upon me after a rigorous evaluation process. I am delighted to share my joy and sentiments regarding this award. I would like to thank the organizing committee of APCSC for their recognition and affirmation. Additionally, I would like to express my gratitude to my team and all colleagues in the company. Without their collective efforts and support, I would not have achieved this accomplishment. This award holds significant meaning for me. It not only acknowledges me personally but also recognizes the team and company I lead. In this era full of challenges and opportunities, Rongcheng Leiming Technology is committed to building contemporary professional capabilities, providing integrated solutions combining talent and artificial intelligence, facilitating the digital transformation of human capital, enhancing client enterprise management efficiency and risk resilience, and assisting clients and employees in preparing for future challenges. We have been forging ahead on this path. Looking towards the future, I am acutely aware of the great responsibility entrusted to me. We will continue to uphold innovation and excellence, adhering to the customer-first philosophy, and driving the development and progress of the company. Simultaneously, we will actively shoulder our social responsibilities, give back to society, and create a better life for people. Lastly, I would like to express my gratitude once again to the organizing committee of APCSC for their recognition. This award not only inspires me to continue moving forward but also underscores the weight of my responsibility. With renewed enthusiasm and unwavering dedication, I will lead my team to embrace future challenges and opportunities.”

Mr. Li Yan
CEO & Co-founder
Sichuan Rongcheng Leiming Technology Co., Ltd

Winner of the 2023 CRE Awards:

Make The Right Call

  • CRM Director of the Year 2023 (Outsourcing Service)

“We are honored to be awarded the Winner in the category of CRM Director of the Year by Asia Pacific Customer Service Consortium. Thank you APCSC for your great leadership and continuous effort in driving Hong Kong towards being the hub of Service in Asia. Make The Right Call strives to keep its performance by benchmarking itself against industry key indicators, APCSC has definitely set the benchmarking system that lead service providers like us thru the journey of Excellence. By openly demonstrating our knowledge thru professional platforms like APCSC, it provides us an opportunity to grow and improve ourselves within the service industry. APCSC sets the right standards and takes the lead in uplifting the face of Customer Service thru innovations. Thank you & Congratulations APCSC for another successful year.”

Ms. Gina Wong,
CEO & Founder
Make The Right Call

Winner of the 2023 CRE Awards:

The Hong Kong Jockey Club – Retail & Telebet Services

  • Customer Service Supervisor of the Year 2023 (Contact Center - Entertainment)
    • Customer Service Team Leader of the Year 2023 (Contact Center - Entertainment)

“It is a great honour to have our colleagues from Retail & Telebet Services Department selected as winners of Customer Relationship Excellence Awards (individual). As the biggest customer forefront of the Hong Kong Jockey Club, Retail and Telebet continue to work hard to drive a comprehensive customer experience across multiple segments and channels. 2023 denotes another year of challenges with new normal. We are proud to continue to uphold a high standard of wagering services that suit customer preference, convenience, and strive for service excellence and innovation in our service strategy that supports 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 would like to express our utmost gratitude to our Management Team and all Retail and Telebet teammates. We look forward to another successful year ahead.”

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

Winner of the 2023 CRE Awards:

CITIC Telecom International CPC Limited

  • Customer Service Manager of the Year 2023 (Service Center - Network Communications)
    • Customer Service Professional of the Year 2023 (Service Center - Network Communications)

“We are excited to learn that Jacky Cheng and Benjamin Tsoi from our Customer Services & Support team have won the ‘Customer Service Manager of the Year (Service Center)’ and ‘Customer Service Professional of the Year (Service Center)’ awards. It is a distinct honor to continue our momentum of winning recognition from APCSC for 16 consecutive years. The awards not only recognize the efforts of our team in delivering excellent services but also serve as a motivation for our future endeavors. We remain committed to providing world-class services that create value for our customers on their digital transformation journey. As a Global Local Intelligent DICT Service Partner, we are committed to providing our customers with one-stop-shop ICT solutions with superior quality. We embrace AI, AR, Big Data, IoT, and other cutting-edge technologies to transform technical potential into business value for our customers. With over 20 years of industry experience, we have gained valuable insights into the unique requirements of enterprises. By taking a customer-oriented approach, we deliver tailored services that cater to their specific needs. We are committed to supporting our customers in overcoming the challenges posed by emerging trends and issues in the digital era.”

Mr. Joel Chun
General Manager of Customer Services
CITIC Telecom International CPC Limited

Winner of the 2023 CRE Awards:

Zurich Insurance (Hong Kong)

  • Best Customer Experience Management of the Year 2023 (Insurance)
    • Contact Center of the Year 2023 (Insurance - Under 60 Seats)

“We are honored to receive the Contact Center of the Year (Insurance – Under 60 Seats) award and Best Customer Experience Management of the Year (Insurance) award. These remarkable accolades stand as a testament to our unwavering dedication to embracing customer centricity with innovation. At the heart of our exceptional customer service lies our incredible team. We have made substantial investments in creating a well-renovated working environment and upgrading our team’s work devices, empowering them to deliver top-notch service to our customers with utmost efficiency and promptness. Our agility and flexible working arrangements have allowed us to prioritize the wellbeing of our staff while continuously enhance the overall customer experience. Leveraging the power of data analytics, we have gained valuable insights into our customers’ preferences. This enables us to streamline our processes and provide tailored services that cater to their specific demands. Concurrently, we have implemented a comprehensive Transactional Net Promoter Score (TNPS) scheme to monitor and enhance customer experience.”

Mr. Eric Hui
Chief Executive Officer
Zurich Insurance (Hong Kong)