Company: DHL Express, Manila, Philippines
Company Description: DHL is the leading global brand in the logistics industry. We offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express to supply chain management. With about 350,000 employees in more than 220 countries and territories worldwide, DHL connects people and enables global trade.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation
 Nomination Title: DHL Express, Manila, Philippines
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 180 words used.
As Mother Teresa said, "Do small things with great love.", DHL Express Customer Service is passionate to deliver quality service to our customers by providing genuine care and personalized solutions in every customer interaction by demonstrating our core attributes of being Knowledgeable, Polite and Helpful and by leveraging digitalization to increase customer service efficiency; and employee and customer experience. Inspired by her leadership and values, that is aligned with our purpose, to connect people and improve lives, we are dedicated to extend excellence through our sustainable initiatives for our community and environment. As a highly motivated team, we pledge to continue to strive to be Best in Class by going above and beyond to deliver excellent results (ALL GREEN Key Performance Indicators) and make remarkable impact to our customers' lives, in the organization, in the community and environment.
Attched file is the summary and supporting materials of our initiatives and achievements for year 2024 from the DHL Express Global, Regional and Country office announcements for internal recognitions, external certification from external organizations and other communication materials within the country.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
We invest in our employee's growth through various initiatives:
- 4 leadership programs
- 50% representation of women in leadership roles
- 10,255 training hours from 2022-2024
- 3 internal promotions, 3 new hires and 7 senior roles filled
- 2 graduates from The World's Most International Manager program
- 6 enrolled in the CIM Supervisory Excellence Academy
- Digitalization: CS Initiatives and Deployment
- Total of 15 Learning and Development initiatives leveraging digitalization thru new approach of learning
- Total of 21 CS digitalization for enhanced efficiency & customer-experience
- 8 nominees and 1 awardee for Employee of the Year (2024)
- 1 DHL’s Got Heart Awardee (2024)
- 13 Long Service Awardees and 83 ICCC+ Perfect 10 winners
- Employee Opinion Survey results : 97% overall engagement, 96% team engagement, and 94% active leadership with 99% response rate
Performance highlights:
- ALL GREEN Key Performance Indicator
- Upselling performance increased from 60.0% in 2023 to 73.1% in 2024
- Sales lead conversion performance rose from 12.0% to 15.2% in 2024
- CS in Action: Sales Blitz and Customer Visits
- Revenue Generation Programs
- 2nd place in the 2024 APEC Prospect Leads Booster for large countries
- Silver Awardee in the 2024 APEC Customer Service Excellence for large countries
- No.1 World's Best Workplace recognition from Great Place to Work from 2021 to 2024.
- 2024 Certification & Re-Certification
- Center of Excellence
- Compliance Excellence
- International Organization for Standardization
- Received year-over-year recognition from the prestigious Stevie Awards.
- Total of 5 sustainability initiatives for GoHelp (2); GoTeach (1) and GoGreen (2) in partnership with non-profit organizations.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 242 words used.
Our passion for delivering quality service is rooted in our commitment to providing genuine care in every customer interaction, making a positive impact on their lives. We take pride in being part of our customers' stories and celebrating their milestones. We pledge to deliver not only shipments but also peace of mind, creating lasting relationships through personalized solutions. Our team prioritizes positive customer interactions and values feedback, driving us to continuously provide suitable solutions and address any gaps. This is reflected in our performance and achievements for the year 2024 with outstanding recognition from Global & Regional Office of the organization. Also, in alignment with our purpose to connect people and improve lives, we are also dedicated to community and environmental excellence through sustainability initiatives of DHL Express Customer Service:
GoHelp: Partnering with the Kanlungan ni Maria Foundation, which provides compassionate care for the elderly in need. Our team also volunteers with the Loaves X Fish Foundation to provide nutritious food to marginalized communities.
GoTeach: The Tara Basa Teaching Program, in partnership with San Agustin Elementary School, aims to enhance youth employability.
GoGreen: Our tree planting and environmental program supports the Go Green initiative to reduce our carbon footprint and promote climate protection.
DHL Express Philippines is a trusted partner and catalyst for growth, dedicated to connecting people, businesses, and opportunities. We remain committed to our people and our customers, consistently overcoming challenges and setting new benchmarks for excellence in service delivery.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 188 words used.
DHL Express Philippines customer service is a team of 71 passionate individuals that demonstrates attributes of being Knowledgeable, Polite & Helpful. Guided by our four focus pillars—Motivated People, Profitable Network, Great Service Quality, and Customer Loyalty—we are dedicated to delivering on our promise of "Excellence Simply Delivered" and fulfilling our purpose of Connecting People. Improving Lives. Over the past year, we have faced various challenges, yet we have successfully navigated them together, embodying our "As One" team spirit. Our guiding principle "Respect & Results" strengthens the collaboration among our team and demonstrates our respect for human rights with our sphere of influence. This collaboration has fueled our exceptional performance, driving continuous innovation and showcasing our resilience in a dynamic environment.
Our employees are our greatest asset. We are committed to empowering and motivating our team by fostering a positive work environment. We ensure they have the innovative tools, resources, and knowledge necessary to excel in their roles. This commitment translates into exceptional service quality for our customers, enhancing their experience and fostering long-term loyalty.
Motivated employees lead to exceptional service quality, strengthening customer loyalty and driving profitable growth.
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