Media Newspaper Coverage:
Hong Kong Economic Times, 28 April 2022
Supplement
Hong Kong Economic Times, 4 May 2022
Supplement


Winner of the 2022 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 2022 (Property Management)
      • Customer Satisfaction Quality System of the Year 2022 (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 Customer Satisfaction Quality System 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 Co. Ltd.

Winner of the 2022 CRE Awards:

The Hongkong Electric Co., Ltd.

  • Public Service of the Year 2022
    • Customer Service Manager of the Year 2022 (Public Utilities Contact Center)
      • Customer Service Professional of the Year 2022 (Public Utilities - Contact Center)
        • Customer Service Professional of the Year 2022 (Public Utilities - Service Center)
          • Customer Service Professional of the Year 2022 (Public Utilities - Technical Center)
            • Merit Certificate Customer Service Professional of the Year 2022 (Contact Center)
              • Merit Certificate Customer Service Professional of the Year 2022 (Technical Center)

“Having powered the homes and businesses of Hong Kong since 1890, HK Electric has set a good track record of providing a safe and reliable electricity supply to customers on Hong Kong and Lamma islands. In 2021, the Company achieved for the second year in a row its world-class power supply reliability rating – over 99.9999% – one of the best records in the world. It is our great honour to have received the “Public Service of the Year (Public Utility)” for 14 consecutive years, as well as 8 other individual awards received from the APCSC CRE Awards – a recognition of our commitment to service excellence and of the efforts we put in to make it happen, year on year. We will continue to exceed customers’ expectations and achieve total customer satisfaction by continually enhancing our services. ”


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

Winner of the 2022 CRE Awards:

Certis Hong Kong and Macau

  • Employee Engagement Program of the Year 2022 (Security Management)
    • People Development Program of the Year 2022 (Security Management)

“Great thanks to APCSC for honoring Certis Hong Kong and Macau the Customer Relationship Excellence Awards in the categories of ‘Employee Engagement Program of the Year (Security Management)’ and ‘People Development Program of the Year (Security Management)’. This is a remarkable achievement for us in winning the award for our 2nd consecutive years. Adopting the rapid changes of working environment, we keep striving excellence for our employees and customers, as they are the most valuable assets to us. We engage and develop our employees in innovative ways, ensuring they get the fulfillment and satisfaction at work, equipping them with abundant skills. We provide world-class initiatives to our employees making them feel valued, respected and committed. We also build a transparent career pathway for our employees’ long-term development within Certis, helping them with the growth mindset to achieve their career aspirations. We believe our employees will continue to make Certis stand out the market, build the reputation to attract existing and potential customers and keep being a leading company in the industry. Thank you APCSC for the honoring again.”

Ms. Chung Lai Kuen
Head of Human Recourses
Certis Hong Kong & Macau

Winner of the 2022 CRE Awards:

DHL Express (Hong Kong) Limited

  • Global Support Services of the Year 2022 (Logistics)
    • Best Customer Experience Management of the Year 2022 (Logistics)
      • Contact Center of the Year 2022 (Logistics – Under 300 Seats)
        • People Development Program of the Year 2022 (Logistics)
          • Customer Service Supervisor of the Year 2022 (Logistics - Contact Center)
            • Customer Service Professional of the Year 2022 (Logistics - Contact Center)
              • Merit Certificate Customer Service Professional of the Year 2022 (Contact Center)

DHL Hong Kong

“We are proud to receive eight CRE awards this year, recognizing our unwavering pursuit of service excellence amid the increasingly complex challenges in the global supply chain. This award is also a testament to our commitment to Hong Kong as we celebrate our 50th anniversary this year. Insanely Customer Centric Culture is – and has always been – a core part of DHL’s DNA and we are truly thankful to have a dedicated team who embraces this service excellence mindset. The awards will inspire us to advance our service quality and contribute to the city’s recovery. ”


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

Winner of the 2022 CRE Awards:

AXA Hong Kong and Macau

  • Employee Engagement Program of the Year 2022 ( Insurance )
    • Customer Service Manager of the Year 2022 ( Insurance - Service Center )
      • Customer Service Manager of the Year 2022 ( Insurance - Technical Center )
        • Customer Service Supervisor of the Year 2022 ( Insurance - Contact Center )
          • Customer Service Team Leader of the Year 2022 ( Insurance - Contact Center )
            • Customer Service Professional of the Year 2022 ( Insurance - Contact Center )
              • Customer Service Professional of the Year 2022 ( Insurance - Service Center )
                • Customer Service Professional of the Year 2022 ( Insurance - Technical Center )
                  • Merit Certificate Customer Service Manager of the Year 2022 (Technical Center)
                    • Merit Certificate Customer Service Team Leader of the Year 2022 (Contact Center)
                      • Merit Certificate Customer Service Professional of the Year 2022 (Contact Center)
                        • Merit Certificate Customer Service Professional of the Year 2022 (Service Center)
                          • Merit Certificate Customer Service Professional of the Year 2022 (Technical Center)

“It is our great honour to receive 13 CRE Awards from APCSC this year. These awards are a strong testimonial of our purpose of act for human progress by protecting what matters. All employees in AXA share the same goal of being a lifetime partner of our customers by providing humanised services and solutions to them. At AXA, to be Customer First is one of our core values – all our thinking starts with our customers. At the core of our service commitment is customer experience enrichment and continuous product innovation, which is achieved through actively listening to our customers and leveraging technology and digital transformation. At the same time, we ensure that we are also providing professional service, excellent solutions, and a strong financial foundation for everything we deliver.”


Ms. Sally Wan
Chief Executive Officer
AXA Greater China

Winner of the 2022 CRE Awards:

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

  • Best Customer Experience Management of the Year 2022 (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 Customer Satisfaction Quality System 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 Co. Ltd.

Winner of the 2022 CRE Awards:

Teleperformance In China

  • Contact Center of the Year 2022 (Outsourcing Service China – 5000 Seats)

“Teleperformance is honored to receive the ‘Best Contact Center Awards’ for the 5th consecutive year. Thanks to the APCSC (Asia Pacific Customer Service Consortium) Organizing Committee for hosting and awarding this honor to our company after the thorough assessments. The Core Values of Teleperformance always states as ‘Integrity, Respect, Professionalism, Innovation and Commitment’. Teleperformance adheres to the principle of being people-oriented, valuing the emotions of employees, delivering the outstanding customer experience, and conforming to the strategic transformation in the digital era. Through the global strong resources for internal integration and optimization, forming an excellence process, we can be better meet the clients’ needs. The introduction of Cloud Campus, which allows us to respond quickly for the growing needs of our clients during the hard time of COVID-19, and ensure the sustainability of businesses. Teleperformance is continuing to thrive in improving customer experience and providing excellent service. Teleperformance is your trusted BPO (business process outsourcing) partner.”


Mr. Joseph Wai
Executive Chairman
Teleperformance in China

Winner of the 2022 CRE Awards:

The Hong Kong Jockey Club – Retail & Telebet Services

  • Employee Engagement Program of the Year 2022 (Entertainment )
    • Customer Service Supervisor of the Year 2022 (Entertainment - Contact Center)
      • Customer Service Team Leader of the Year 2022 (Entertainment - Contact Center)

“Telebet’s management philosophy is ‘putting people first’. We truly put our employees at the heart of our business, and we understand that effective employee engagement is one of the major keys to business continuity, thereby supporting the Club’s commitment to society betterment. We would like to take this opportunity to thank Asia Pacific Customer Service Consortium (APCSC) for recognising our commitment and efforts in employee engagement excellence, and to express our gratitude to the management team and Telebet colleagues for their continued contributions and support over the years. ‘Challenge the Status Quo’ – we believe every crisis is an opportunity. With successful employee engagement strategies and strong teamwork, we will continue to excel in customer services and innovation. Though challenges may push us to the limits, we remain determined to overcome any obstacles ahead and continue to support the Club’s purpose – acting continuously for the betterment of our society.”

Ms. Sphere To
Telebet Support Manager
The Hong Kong Jockey Club

Winner of the 2022 CRE Awards:

Hang Lung Properties Limited

  • Employee Engagement Program of the Year 2022 (Property Management)


Winner of the 2022 CRE Awards:

CITIC Telecom International CPC Limited

  • Customer Service Manager of the Year 2022 (Network Communications - Service Center)
    • Customer Service Analyst of the Year 2022 (Network Communications -Service Center)

“We are thrilled to learn that Stephen Lui and Lisa Zhu from our Customer Services & Support team have won the “Customer Service Manager of the Year (Service Center)” and “Customer Service Analyst of the Year (Service Center)” awards. It is a distinct honor to continue our momentum of winning recognitions from APCSC for 15 consecutive years. The awards are not only a recognition of our team’s effort in delivering excellent services but also a motivational factor for our future efforts. We will continue to provide world-class services to create value for our customers on their digital transformation journey. As a Global Local Intelligent DICT Service Partner, we lead our key markets at the forefront of pioneering DICT development, embracing AI, AR, Big Data, IoT and other cutting-edge disruptive technologies to transform technical potential into realworld value for our customers. Our international localized customer-facing expertise ensures the productivity, agility and cost-efficiency requirements of our customers across the globe, helping them to cope with the challenges of emerging trends and issues in digital globalization.”

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

Winner of the 2022 CRE Awards:

Littles Malaysia Sdn Bhd (Marks & Spencer Malaysia)

  • Customer Service Team Leader of the Year 2022 (Retail - Sales & Marketing Center)
    • Customer Service Supervisor of the Year 2022 (Retail - Service Center)

2021 Marks & Spencer

“Marks & Spencer always puts the customer at the heart of everything we do, and we are passionate about ensuring our fantastic team provide our customers with exceptional products whilst delivering the service promise of making every moment special, every time. Not only do we encourage staff to listen to our customers’ needs, but employees are given the trust and freedom to go the extra mile, deliver personalized service and to make every moment special for our customers. Frontline employees are the M&S brand ambassadors and are a direct representation of our service philosophy. This year is our third year participating the Customer Relationship Excellence Awards programme, and we are honoured that our colleagues’ efforts and service performance continues to be recognized by the APCSC CRE Awards Committee. We are proud to have achieved a 100% win rate, winning 6 individual awards this year!”

Mr. Stephen Rayfield
Managing Director
Marks and Spencer, MENA & Asia

Winner of the 2022 CRE Awards:

Baccarat International Pte Limited (Marks & Spencer Singapore)

  • Customer Service Supervisor of the Year 2022 (Retail - Sales & Marketing Center)
    • Customer Service Team Leader of the Year 2022 (Retail - Service Center)

2021 Marks & Spencer

“Marks & Spencer always puts the customer at the heart of everything we do, and we are passionate about ensuring our fantastic team provide our customers with exceptional products whilst delivering the service promise of making every moment special, every time. Not only do we encourage staff to listen to our customers’ needs, but employees are given the trust and freedom to go the extra mile, deliver personalized service and to make every moment special for our customers. Frontline employees are the M&S brand ambassadors and are a direct representation of our service philosophy. This year is our third year participating the Customer Relationship Excellence Awards programme, and we are honoured that our colleagues’ efforts and service performance continues to be recognized by the APCSC CRE Awards Committee. We are proud to have achieved a 100% win rate, winning 6 individual awards this year!”

Mr. Stephen Rayfield
Managing Director
Marks and Spencer, MENA & Asia

Winner of the 2022 CRE Awards:

ALF Retail Hong Kong Limited Marks & Spencer

  • Customer Service Manager of the Year 2022(Retail - Sales & Marketing Center)
    • Customer Service Manager of the Year 2022(Retail - Service Center)

2021 Marks & Spencer

“Marks & Spencer always puts the customer at the heart of everything we do, and we are passionate about ensuring our fantastic team provide our customers with exceptional products whilst delivering the service promise of making every moment special, every time. Not only do we encourage staff to listen to our customers’ needs, but employees are given the trust and freedom to go the extra mile, deliver personalized service and to make every moment special for our customers. Frontline employees are the M&S brand ambassadors and are a direct representation of our service philosophy. This year is our third year participating the Customer Relationship Excellence Awards programme, and we are honoured that our colleagues’ efforts and service performance continues to be recognized by the APCSC CRE Awards Committee. We are proud to have achieved a 100% win rate, winning 6 individual awards this year!”

Mr. Stephen Rayfield
Managing Director
Marks and Spencer, MENA & Asia

Winner of the 2022 CRE Awards:

China Telecom Global Limited

  • Global Support Services of the Year 2022 (Telecommunications)
    • Project Manager of the Year 2022 (Network Communications)
      • Customer Service Professional of the Year 2022 (Network Communications -Contact Center)
        • Customer Service Professional of the Year 2022 (Network Communications -Technical Center)
          • Merit Certificate Customer Service Professional of the Year 2022 (Contact Center)
            • Merit Certificate Customer Service Professional of the Year 2022 (Technical Center)

 “It is a distinct honour to receive the Award of Global Support Services of the Year (Telecommunications) for ten consecutive years and individual service Awards from APCSC. CTG always commits to our service vision of ‘Customer First, Service Foremost’. We are fully recognized with the Awards achieved this year that each service teams have been delivering hard work and putting effort in customer service perspective. We as a leader, continue to strive for excellent, good quality and professional customer services for building up a service-oriented enterprise in global markets with keen competition environment to fulfill customers’ needs and expectations. CTG would like to deliver a special thanks to APCSC for granting us tht CRE Awards which inspires us to enhance customer services continuously.”


Ms. Wu Jing Hong
Marketing Vice President
China Telecom Global Ltd.

Winner of the 2022 CRE Awards:

China Telecom Global Customer Service Center

  • Integrated Support of the Year 2022 (Telecommunications)
    • Customer Service Team Leader of the Year 2022 (Network Communications -Service Center)
      • Customer Service Professional of the Year 2022 (Network Communications Service Center)
        • Merit Certificate Customer Service Professional of the Year 2022 (Service Center)

“It is a great honor to be awarded as ‘Integrated Support Team of The Year’ from APCSC. This honor belongs to our Global Customer Service Centre with their unremitting efforts and continuous enhancement, also with customers’ support and recognition. We are glad to have Asia Pacific Customer Service Consortium (APCSC) for providing a great platform and opportunity. We, GCSC has broadened our ‘Service Vision’, deepened our understanding of ‘Service’ and enhanced our ‘Service Commitment’ by sharing ideas and experiences among Telcom industry. We are fully recognized with our effort by achieving the award which inspires us to make continuous enhancement on customer service experience aspect.”


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

Winner of the 2022 CRE Awards:

China Telecom CTExcel

  • Contact Center of the Year 2022 (Telecommunications – Under 20 Seats)
    • Customer Service Team Leader of the Year 2022 (Mobile – Contact Center)
      • Customer Service Professional of the Year 2022 (Mobile – Contact Center)

“China Telecom CTExcel has won the ‘Contact Center of the Year’ and two individual awards in the ‘20th International CRE Awards’ competition hosted by the Asia Pacific Customer Service Consortium in 2022. We are deeply honored and encouraged. The judges’ affirmation of our unremitting efforts and development direction also strengthened our confidence and boosted the morale of the team. China Telecom CTExcel has always adhered to the tenet of ‘customeroriented and dedicated service’, providing the best quality services, focusing on the combination of enterprise development and personnel training. In the future, we will continue to improve the quality of customer service, pursue excellence, and take meeting and exceeding customer expectations as our long-term goal.”

Mr. Yan Shun Li
Global Roaming and Mobility Business Center Deputy Director
China Telecom Global Limited

Winner of the 2022 CRE Awards:

Trip.com Group

  • Contact Center of the Year 2022 (Travel Service – Under 2500 Seats)

“Here at Trip.com Group, we are excited to win this award as we strive to be a reliable, 24/7 companion for our global travellers. As a customer-centric company, we value our customers and continuously prioritise delivering the best services covering the globe.”

Ms Grace Ding
Head – Global Customer Support Centre
Trip.com Group

Winner of the 2022 CRE Awards:

DBS Bank (Taiwan)

  • Best Risk Management of the Year 2022 (Banking)
    • Best Customer Experience Management of the Year 2022 (Banking)
      • Contact Center of the Year 2022 (Banking – Under 150 Seats)

DBS Bank Taiwan

“The bank is committed to provide best-in-class services with RED spirit: Respectful, Easy to deal with, and Dependable. As the World’s Best Digital Bank, we actively extend our service to digital channels and provide seamless banking service to customers. With the iChatBot services on LINE platform, almost all banking services are available for customers to bank on the go amid the pandemic. Moving forward, DBS Taiwan will continue to invest in digital innovation and enable our customers to “Live more, Bank less” as a different kind of bank.”

Mr. LIM Him Chuan
General Manager
DBS Bank (Taiwan)

Winner of the 2022 CRE Awards:

DHL Express (Singapore) Pte Ltd.

  • Employee Engagement Program of the Year 2022 (Logistics)
    • Customer Loyalty Program of the Year 2022 (Logistics)
      • Contact Center of the Year 2022 (Logistics – Under 100 Seats)
        • Customer Satisfaction Quality System of the Year 2022 (Logistics)
          • Customer Service Center of the Year 2022 (Logistics)
            • Innovative Technology of the Year 2022 (Logistics)

DHL Hong Kong

“It is a great honor for DHL Express Singapore to be recognized by Asia Pacific Customer Service Consortium, CRE Awards Committee with six group awards in this year’s Customer Relationship Excellence Awards program. I wish to thank the Asia Pacific Customer Service Consortium for recognizing our efforts in constantly striving for customer service excellence. The recognition is a strong evidence of DHL’s unrelenting focus on customer satisfaction. Over the past decade, DHL Express Singapore Customer Service has grown from strength to strength and we pride ourselves at the accelerated transformation in recent years to continue delivering excellence in a digital world. From building a strong foundation to revolutionizing the way we connect with our customers to automating the way our people work, our focus has always been clear – it is our People who drive Growth and Quality. The recognition strengthens our belief in the successful formula.”

Mr. Nizam Md Agil
Vice President, Customer Service
DHL Express (Singapore) Pte Ltd.

Winner of the 2022 CRE Awards:

United Overseas Bank

  • CRM Director of the Year 2022

“I am honoured to receive the International Customer Relationship Excellence Award for the category CRM Director of the Year 2022. Will like to take the opportunity to extend my appreciation and grateful thanks to the APCSC’s organizing committee, esteemed panel of judges, my company United Overseas Bank, my bosses Peter Vicente and Albert Kho, my family, friends and colleagues for their tremendous guidance and supports. I want to dedicate this award too to all Customer Relationship professionals out there who are working extremely hard to curate the best Customer Experience for all customers especially when borders are reopening back in many countries. This past year has not been easy and all of us have been able to make through by working together in  building network and sharing knowledge. Thank you and all of you have been truly amazing!”

Ms Jacque Lim
First VP, Group Head of Operational Excellence, Contact Centre, Group Retails and Channels, Technology & Operations
United Overseas Bank

Winner of the 2022 CRE Awards:

SBS Transit Ltd

  • Merit Certificate Customer Service Team Leader of the Year 2022 ( Service Center)
    • Merit Certificate Customer Service Professional of the Year 2022 (Service Center)

“We are delighted that four of our colleagues – Lye Yun, Siew Huar, Wing Kan and Chong Khen – have been recognised as leading customer service professionals at this Asia Pacific awards. Their achievements are a testament to our customer-centricity culture and an affirmation of our efforts in steering our people towards delivering strong and positive customer experiences for our passengers. Guided by a Customer First focus, we warmly embrace service with a heart and encourage customer inclusivity. Committed towards service excellence, we believe that it is a continual journey, with each day providing new opportunities for us to do even better for our customers because SBS Transit CARES.”

Mr. Cheng Siak Kian
CEO
SBS Transit Ltd

Winner of the 2022 CRE Awards:

SBS Transit Rail Pte Ltd

  • Customer Service Team Leader of the Year 2022 (Transportation - Service Center)
    • Customer Service Professional of the Year 2022 (Transportation - Service Center)

“We are delighted that four of our colleagues – Lye Yun, Siew Huar, Wing Kan and Chong Khen – have been recognised as leading customer service professionals at this Asia Pacific awards. Their achievements are a testament to our customer-centricity culture and an affirmation of our efforts in steering our people towards delivering strong and positive customer experiences for our passengers. Guided by a Customer First focus, we warmly embrace service with a heart and encourage customer inclusivity. Committed towards service excellence, we believe that it is a continual journey, with each day providing new opportunities for us to do even better for our customers because SBS Transit CARES.”

Mr. Cheng Siak Kian,
CEO
SBS Transit Ltd