DHL Express Lebanon
Company: DHL Express, Beirut, Lebanon
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 285,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year
Nomination Title: DHL Express Lebanon, Customer Service Complaints Team
Tell the story about what this nominated team achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
>> Introduction: Received an outstanding achievement award for MENA best percentage complaints resolved within 5 days for Mid Year 2013,DHL Lebanon back office is distinguished by its professional team and its ability to handle complaints in a high level skillful manner.
>>The Team: This team made of 6 expert members are always in the pursuit of meeting customer’s expectation even by exploring alternative solutions which are most of the times defined as out of the box. All these members received several individual awards, for their extraordinary performance and special recognitions received from customers for saving the day.The team currently consists of 5 agents led by a Team Supervisor Amale Chaar who has been with DHL for 20 years and received the Employee of the Year Award in 2011
>>Awards Received: Bilal Nasser,Nationwide Employee of the month Award for July 2012(Nominated for Company Employee Of The Year 2012).Shadia Haddad,Nationwide Employee Of The month Award for Mar 2012 (Nominated for Company Employee Of The year 2012).Mazen Hammoud,Nationwide Extra Mile Award in Mar 2012 and MENA CS Hero Of the Day Award for Oct 2012.Alaa Jamal ELDine,Extra Mile Award in May 2011 and Nationwide Employee of the month Award for Dec 2013. Rabah Cheikh,Nationwide Job Well Done Award in May 2013.
>> Achievements: (see attachment)
This team was able to achieve all DHL global KPIs thought the entire 2012 and 2013
-Traces Resolution Within 3 Days
-Complaints Resolution within 5 Days
-Claims Resolution within 10 Days
-On Time Customer Call Back
Not only that they achieved the Global KPIs but they also achieved the MENA regional stretched KPIs put in place to challenge the countries into performing higher than the normal standard required.
The back office team works around the clock,often communicating with countries in different time zones. Many of the cases they handle are urgent and critical with a very limited deadline (whether its shipments for a Bid, Project, Grand Opening, Wedding) and in some cases they are life and death shipments such as Stems Cell.
>>VOC-Voice of The Customer (see attachment for figures)
With a consistent and excellent feedback received from the Voice of The Customer back office survey (sent to customer by email after the resolution of every Trace, Complaint or Claim);the Lebanon back office team proves that it is committed to deliver a great service to its customers.Showing a high degree of Knowledge, Friendliness and other attributes such as Listening to customers and Taking responsibility, it won’t come as a surprise that the Lebanon back office team is considered as one of the top complaint and claim handling teams.
>>Summary: Judging from the “Voice of the Customer",the knowledge and skills they occupy and great service quality they provide,it is essential to recognize the Lebanon Back office team as a distinguished member in the customer service community.
The team continues to deliver excellence to their customers and accomplish tremendous results which are clearly obvious by the reward received in the MENA region. Therefore The “Back-Office Customer Service Professional of the Year” would be an award that would honor the great work and effort this back office has placed.
Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:
The Lebanon back office team is led by Amale Chaar, who has been with DHL for 20 years. She received several awards and recognitions; including Nationwide Employee of the Month award for December 2011 and the Employee of Year Award for 2011. (Selected as the best employee in the entire organization). Amale is a supervisor for both the Back Office team and Key Account team (handling the DHL Express Lebanon top customers).She has a great and long experience in the customer service and distinctively in customer complaints and claims; know as one of the most devoted and loyal employees, she directs both teams into achieving all KPIS for our internal and external customers.