DHL Asia Pacific Shared Services - Innovation in Customer Service Management, Planning & Practice

Company: DHL Asia Pacific Shared Services , Petaling Jaya, Selangor, Malaysia
Category: Award for Innovation in Customer Service Management, Planning & Practice > Financial Services Industries

Nomination Title: DHL Asia Pacific Shared Services

Video Submission:

DHL Asia Pacific Shared Services Center APSSC - Query Handling:
https://vo-general.s3.amazonaws.com/d41a0740-7bab-4985-83c6-71c47cf0bc3c/b6f51eef-3414-431e-a761-8b7ada97cec6?AWSAccessKeyId=AKIAJ4PRWO26HAX3IOCA&Expires=1692988366&response-content-disposition=inline%3B%20filename%3D%22Latest%20stevie%20awards.mp4%22&response-content-type=video%2Fmp4&Signature=4277XhNlUQ0eBIR1Ip9Y%2FjkGmi0%3D

DHL Express is a division of the DPDHL Group, with presence in over 220 countries and territories across the Globe; making us the most international company in the world, with more than 350,000 employee

The Query Handling Team of Asia Pacific Shared Services (APSSC) is located in Malaysia. We embarked on a journey from Good to Great guided by DHL Express FOCUS strategy. Key enablers to achieving our success include having a strong focus on customer service quality by driving an “insanely customer centric culture (ICCC)” and being the center of Excellence for customer service.

Our APSSC vision “To be the leading center for OTC and Finance Services that deliver business value at competitive cost through technology and competence” is very much aligned to DP DHL Customer Promise of “Excellence. Simply Delivered.”

We, the team of 30 highly motivated and engaged staff cover 5,354 inbound calls and 42,124 emails on a monthly basis related to billing /invoice inquiries. Through regular continuous improvement initiatives, root cause analysis, trainings, performance dialogs, MCT Email management tool and NLP (machine learning), there was significant improvement in key performance metrics - TAT in resolving billing disputes, response to customer emails and putting permanent fix on repetitive issues/root cause of billing disputes.

Karamjit Kaur, Query Handling Manager