“It’s a distinct honor to receive the CRE Awards for 17 consecutive years, and we are pleased to be awarded ‘Best Corporate Brand of the Year (Property Management)’ & ‘Best Use of Knowledge Management of the Year (Property Management)’ 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.

“Lighting up Hong Kong since 1890, HK Electric has established a proud heritage of providing a safe and highly reliable electricity supply at a reasonable price to customers on Hong Kong and Lamma islands. We strive to surpass our customers’ expectations through continuous improvements in our services. Since 1997, our supply reliability rating has been maintained at over 99.999% – one of the best records in the world. This year, we are honoured to have won the “Public Service of the Year (Public Utility)” Award for 11 consecutive years and nine individual awards in the APCSC CRE Awards. These awards recognise our efforts in pursuit of excellence, while driving us to serve our customers even better.”  

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

“It’s a great honor for DHL Sinotrans to receive the CRE Awards for the 10th consecutive year! We are pleased to be awarded ‘Contact Center of the Year’, ‘Customer Satisfaction Quality System of the Year’, ‘Employee Engagement Program of the Year’ and the new award ‘Online Customer Service of the Year’! These awards strongly provided evidences that DHL brand and service excellence is widely recognized in overall service quality, best practice compliance and the performance of the customer service operation! We also have two Superstars nominated from China CS team that won CRE individual awards. We are truly proud of having such excellent employees who put the hearts on customer experience and voice. DHL Sinotrans will continue to seek the opportunities to add value for customers, embrace the change in the future and move forward.”

Ms. Gwen Wang, Vice President, National Customer Service
DHL – Sinotrans International Air Courier Ltd.

“We sincerely thank the APCSC Chairman and Awards Committee for honoring us with ‘Customer Relationship Excellence – Outstanding Achievement’ and also other three ultimate accolades ‘Contact Center of the Year 2019 (Telecommunications – Under 3000 Seats)’, ‘Best Use of Technology of the Year 2019 (Telecommunications)’, ‘Best Social Media Program of the Year 2019 (Telecommunications)’. Indeed, I am so grateful for all dedication from our 3,000 staff in delivering the excellent and wonderful services with continuous enhancement for these achievements. We are moving forward with Customer Relationship Excellence as core business value throughout the organization to serve as recognition of a company’s outstanding performance and achieving customer relationship excellence through the use of best practices in People, Process, and Technology with TQM. These awards will always have a place of honor on our Hall of Fame. Thank you again.”

Ms. Jaiporn Srisakul, Managing Director
Advanced Contact Center Co., Ltd.

“It is our great honour to receive 17 CRE Awards from APCSC this year. These awards are a strong testament of our vision of empowering people to live better lives. At AXA Hong Kong and Macau meeting customer needs is our core focus. We are committed to transforming ourselves from being a payer to a partner for our customers and enhancing the end-to-end customer experience, making insurance simpler and more personal.”

Mr. Etienne Bouas-Laurent, Chief Executive Officer
AXA Hong Kong and Macau

“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, Chief Marketing Office
CSL Mobile Limited

“We are gratified to win seven individual and group awards in this year’s Customer Relationship Excellence Awards program. The recognition is a testimony of DHL’s unrelenting focus on customer satisfaction. Great service quality has always been one of the building blocks that help DHL sustain the leadership position and hence we have devoted substantial resources into training and skills development for our employees, which creates a deeper sense of engagement and leads to a better customer experience. Our dedicated employees are empowered to go extra miles to exceed the customers’ expectations and contribute to our goal of becoming the customers’ brand of choice.”

Mr. Herbert Vongpusanachai, Senior Vice President and Managing Director
DHL Express Hong Kong and Macau

“AIA Singapore is delighted to be awarded Customer Service Center of the Year 2019. This is indeed a wonderful recognition of our commitment in serving our valuable customers. In addition, we are also extremely proud that four of our frontline staff have been recognised for their outstanding performance, professionalism and dedication in doing their best every day for our customers. Well-deserved congratulations goes out to Lee Sai Kit for winning Customer Service Team Leader of the Year 2019; Lim Jiawei Jeremy for attaining Customer Service Professional of the Year 2019; as well as Cheryl Tok Shi Ling and Chee Jun Hao for achieving Merit for Customer Service Team Leader of the Year 2019 and Customer Service Professional of the Year 2019 respectively. AIA Singapore will continue to put our customers at the heart of everything we do and leveraging on digital technologies to better serve our customers and to provide them with an excellent experience.”

Mr. Patrick Teow, Chief Executive Officer
AIA Singapore

“The awards that we are receiving today represent two important things — The efforts that Manulife team in Cambodia has put into helping build a healthier and better financial future for Cambodian families, and the trust from over 90,000 of our customers. The awards will further encourage us to continue to be a customer-centric organization and to invest in programmes that address broader social needs in Cambodia. I also would like to thank the Ministry of Economy and Finance of Cambodia for their support since 2012 which allows Manulife Cambodia and the life insurance industry to grow.”

Mr. Robert Elliott, CEO & General Manager
Manulife Cambodia

“We are honored and privileged to receive the ‘Customer Relationship Excellence’ Awards for 7 consecutive years. We would like to thank Asia Pacific Customer Service Consortium for granting us the highest honor which recognizes our continual efforts and improvement in customer services over the years. I should also take this opportunity to thank every single employee of CTG for their outstanding work and contributions to the achievement. Last but not least, we are grateful for our customer’s support and we will continue to provide premier services to all our customers with a mission ‘Customer First, Service Foremost’. This award has acted as a catalyst and will continue to be one of our major driving forces in providing the best customer experience at ‘China Telecom Global’.”

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

“We are honoured to be recognised for our customer service excellence efforts by the Asia Pacific Customer Service Consortium (APCSC) for the sixth year running. This is a testament to our ongoing efforts at being a customer-centric organisation providing top-notch customer service to our customers. Congratulations to Anna, Shi Ying and Kon on their awards, and for embodying and personifying Manulife’s mission of ‘Decisions made easier, lives made better’.”

Dr. Khoo Kah Siang, President & CEO
Manulife Singapore

“It is a great honor for Shenzhen Gas to win the Customer Relationship Excellence Award. I would like to express my gratitude to our customers and the Asia Pacific Customer Service Consortium here. The award represents the recognition and encouragement to our quality service. For the past few years, Shenzhen Gas has been committed to expanding smart gas service through Internet technology, and continuously improving the efficient and convenient service experience through various innovative information methods. In the future, we will continue striving and engaging in innovation, to provide our customers with more cordial, professional and quality service.”

Mr. Li Shutao, General Manager, Department of Customer Service Management
Shenzhen Gas Corporation Ltd.

“Maserati is very pleased to receive the two awards for Innovative Technology and Best Customer Experience Management. This is an honor and a recognition. On behalf of Maserati, I would like to express my heartfelt gratitude to the Asia Pacific Customer Service Consortium. Maserati has always attached great importance to CRM, and through continuous optimization, we have formed a very experienced CRM team. The award is a joint effort. Maserati will continue to work hard to introduce more innovative products. In the future, Maserati will continue to adhere to the customer-oriented belief and work together with APCSC.”

Mr. William Pan, Head of e-Commerce, CRM and New Channel
Maserati China

“China Telecom Global Ltd. is honored to receive the award of ‘Integrated Support Team of the Year (Telecommunications)’ for five consecutive years.  These achievements are definitely a strong recognition of our continual pursuit in offering the highest level of service quality. As one of the world’s leading integrated information service providers, we always uphold our service principle and are committed to our motto – Customer First, Service Foremost. CTG is committed to offering the best integrated communication solutions to satisfy customer’s global communication needs and will continue to excel in our customer services in order to fulfill and exceed our customers’ expectations. The award not only recognizes 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. Finally, I would like to take this opportunity to thank the CTG CS team and all employees. You give us a strong dedication to uplift our customer service quality.”

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

“I and the entire FE CREDIT team feel extremely honoured and proud to receive this award from the Asia Pacific Customer Service Consortium. FE CREDIT has always been in the forefront of providing best quality customer service in Vietnam. Customer service has been the core philosophy of our business model. The credit for this award goes to the entire FE CREDIT team who is extremely dedicated, committed and more importantly highly futuristic. Our digital roadmap for further enhancement of customer experience is well laid and we as a team will continue to be the market leaders in innovation. We believe that with the help of our dedicated team and their skills, expertise and output, we will continue to provide top quality customer service and continue to grow our business in the future.”

Mr. Kalidas Ghose, Vice Chairman & CEO
VPBank Finance Company Limited (FE Credit)

“We are honored to be awarded the ‘Contact Center of the Year’ and two individual awards for in the ‘Customer Relationship Excellence’ competition organized 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, Director of Overseas Mobility Business Department
China Telecom Global Ltd

“It is with great honor that Make The Right Call has been awarded the Corporate Employer of the Year 2019 (Outsourcing Service) & Outsourcing Service of the Year 2019 (Contact Center – Hong Kong) by Asia Pacific Customer Service Consortium (APCSC). With a history of 15 years since its inception in Hong Kong, Make The Right Call continue to be fully committed to strive for Customer Excellence led by APCSC’s excellent guidance and coaching. Having been awarded 4 Individual Awards, this gives us the biggest breakthrough to our assets, our People. They can now proudly and truly believe in themselves that Customer Service is not just a routine or robotic job, but a respectable profession that creates not only job satisfaction, career advancement but also social skills that will have an impact on their personality. Thank you APCSC for all the great values you have created for the Customer Service Industry.”  

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

“China Telecom GZ Branch has been committed to establishing first-class professional outsourcing call centers nationwide, which have more than 6500 seats and some supporting facilities. At present, GZ Branch has provided professional outsourcing service to over 120 domestic and oversea companies, multinational corporations, and government agencies, including government, finance, insurance, FMCG, and automobile, hotel. Many Fortune 500 and government sectors have been in cooperation with GZ call center for more than 10 years. The CRE Awards is renowned for its comprehensive, scientific and international assessment. Thank you for the recognition from APCSC. Joining the competition has expanded our international vision. I would like to avail myself of this opportunity to exchange with other business units to promote the standardization and sound development of the telecommunication industry.”

Mr Shen Bo, Deputy General Manager, BEST TONE Information Service of Center
China Telecom Corporation Limited Guangzhou Branch

“We are honored to receive the CRE Award – Customer Loyalty Program of the Year 2019 (Retail) by APCSC.  It is not only a testament of our customers’ recognition. It also serves as a strong motivation for us to continuously improve our loyalty programme by delivering better experiences and always putting our customers first.”  

Ms. Yvonne Tang, Director, Sales & Marketing, Sales & Marketing
The Dairy Farm Company, Limited - Mannings

“Through unremitting efforts, Infinitus (China) won three awards from the Asia Pacific Customer Service Consortium, including the ‘Best Contact Center of the Year’, ‘Best Internet+ of the Year’ and ‘Best Customer Service Center of the Year’, which shows that our comprehensive service capabilities have been recognized by customers and international authorities. May I take this opportunity to express my gratitude to APCSC for the recognitions and encouragements. In this era of uncertainty, customers are looking forward to have a higher quality, more humanized and personalized service experience. For enterprises, whether they can continuously grasp the market demand and create value for customers are both opportunities and challenges. Adhering to the core values of ‘Si Li Ji Ren’, we will continuously make development and innovation so as to provide customers with more convenient, rapid and efficient service experience and operation support.”

Mr. Cai Zhaohui, Vice President
Infinitus (China) Company Ltd.

“GEX Ventures is grateful to be have achieved customer relationship excellence in the following categories at the 17th International Customer Excellence Awards 2019: Customer Satisfaction Quality System of the Year 2019 (Financial Investment) and Best Customer Experience Management of the Year 2019 (Financial Investment). GEX Ventures is arguably the first company of its kind to offer a unique and distinctive mentorship programme for entrepreneurs and investors to help them strengthen their profits, advantages and growth. Winning the hearts and minds of our valued customers and earning their trust, respect, affection and loyalty is at the heart of our company. In return, we believe that our valued customers have helped us to be one of the most successful companies in our industry. We welcome these awards as a testament to our considerable efforts and the dedication of our excellent team, and will continue to challenge ourselves to innovate and improve to deliver extraordinary results for our valued customers.”  

Dr. Patrick Liew Executive Chairman
GEX Ventures

“Teleperformance is honored to be recognized by the prestigious CRE Awards and awarded “Contact center of the Year”. This is high recognition of our continued focus delivering customer centric solutions and experiences which ultimately benefit our client brands. For over 40 years we have managed outsource solutions and would like to recognize our people who continue to deliver service excellence daily on our client’s behalf. Thank you to APCSC for recognizing this effort and the value this creates. As the global leader in customer experience management, we will continue to invest, innovate and enhance the customer experience of our clients and business outcomes achieved.”

Mr. Joseph Wai, CEO
Teleperformance In China

“We are very pleased that three outstanding members have won the ‘Customer Service Manager of the Year (Service Center)’, ‘Customer Service Professional of the Year (Service Center)’ and ‘Project Manager of the Year’ award. We are delighted to continue our momentum of winning recognition from APCSC for 12 years. Being recognized with the awards of offering excellent services throughout these years is a great encouragement towards our team. Supported by the company’s long-term motto of service excellence and customer-oriented strategies, we will continue to excel in the industry as the role model of world-class service and technology innovation. As a leading global local ICT solution provider, ‘Innovation Never Stops’ is always our key value to attain elevating standards in our service level and solution offerings. We will keep on mobilizing every staff of the company to deliver the excellent and dedicated services in every aspect.”

Ms. Christine Zee, General Manager of Customer Services
CITIC Telecom International CPC Limited

“This year, we are bestowed to receive another 13 prestigious awards from APCSC. Also gratifying is the fact this is the third consecutive year HKT Customer Service Center is being honored with Customer Relationship Excellent (CRE) Awards in recognition of our distinguished efforts not only to serve the community of Hong Kong, but also to enhance the overall user experience of customers embracing technology in their daily lives by adopting HKT Smart Living services. Congratulations to the teams responsible for bringing this honor to HKT and last but not least, I would like to extend my gratitude towards their excellent and dedicated services delivered wholeheartedly in every aspect in order to consistently manifest our service motto – ‘Here To Serve’”  

Mr. Harvey Wong, Vice President, Business Development & Customer Service Center
HKT Limited - Customer Service Center

“We are much honored that three members of our team have won ‘CRM Manager of the Year’, ‘Customer Service Team Leader of the Year (Contact Center)’ and ‘Customer Service Analyst of the Year (Contact Center)’ this year again. 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, Vice President of Engineering & Services
China Enterprise ICT Solutions Limited (CEC)

“With a tradition of embracing a caring culture, Dah Chong Hong Holdings (DCH) is devoted to providing quality product and services to our customers. This year we celebrate our 70th anniversary marking decades of success built on putting the customer first and leveraging new technologies to remain dynamic in the face of evolving customer preferences. It is a great honour for DCH to receive the ‘Customer Relationship Excellence Awards’ and we congratulate the Asia Pacific Customer Service Consortium for their commitment to celebrating customer dedication and encouraging the industry to rise to new levels of service.”

Mr. Frank Lai, Chief Executive Officer
Dah Chong Hong Holdings