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DHL Keells Pvt Ltd - Customer Service Department of the Year

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: DHL Keells Pvt Ltd, Colombo, Sri Lanka
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 325000 globally. In Sri Lanka DHL operations commenced in 1980 as a joint venture with the largest blue chip company in Sri Lanka John Keells Holdings DHL LK: Employees - 221, Service Centers - 3, Express Points - 20, Customer Services - 24x7
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: DHL Keells Pvt Ltd Customer Service Department

Tell the story about what this nominated organization/department has achieved since 1 January 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. TEXT REDACTED FOR PUBLICATION

As the leading Global brand in the logistics industry and the market leader in Sri Lanka, we strive to provide a service that exceeds customer expectations. We have been selected as one of the Top 25 Best Companies to Work For by the Great Place to Work® Institute in 2016, reiterates our position as an Employer of Choice.

•Customer Centricity & Quality - We are a 24x7x365 Customer Contact Centre, our Key focus is on Customer Satisfaction to be the preferred “Provider of Choice”.

• Forecasting and Scheduling- Identify staff requirement to maximize productivity, efficiency, support training and coaching..

• Key Account Management – Provide top Customers with specialized services & solutions.

•Learning & Development -The Contact Center consists of highly skilled and motivated Certified International Specialists (CIS) with an Insanely Customer Centric approach.

• Driving customer loyalty and retention

• Improving customer experience across all touch-points Delivering outstanding customer service is at the heart of everything we do. It is also vital to create a positive experience for customers during every interaction.

•Employee Engagement - Continuous engagement of our people is the key driver of our focus pillars. Keeping our staff motivated is essential for customer satisfaction, retention and continuous growth of the organization . Our highly motivated and committed team considers DHL to be a “Great Place to Work” and has expressed their opinion during the survey.

•Employee Engagement Activities - Celebrate Customer Service Week Celebrate International Women’s Day Quarterly Breakfast Fiesta Customer Service Kick-on, followed by fun activities Family Day Annual Christmas Party Reward and Recognitions Employee of the Quarter / Year Monthly lunch out with the winning Revenue Generation Team Annual CS Star Performer Customer Commendations Monthly Top Ranker