DHL Express Vietnam - Ms. Nhi - Rise the voice of customer centricity values
Company: DHL Express Vietnam
Company Description: With 77,000 employees, 4,000 facilities, over 40,000 service points, DHL Express serve 2.6 million customers and transport 294 million shipments in 2013 among more than 220 countries and territories, operate the most comprehensive global express network.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - All Other Industries
Nomination Title: Rise the voice of customer centricity values
Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 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:
Playing an active role to deliver great service quality to customers in Customer Care Advisor role (CCA), Ms. Nhi has an impressive year 2017 in which she made credit of strong performance, raising the voices of Can Do attitude, customer centricity mindset, Excellence, Teamwork loud and clear.
Mastering challenges with CAN DO attitude
Joined DHL as CS Coordinator in 2014, being promoted to Tracing advisor in 2015, in 2nd half of 2016 Ms. Nhi stepped to a totally new role- Customer Care Advisor as back-up for the existing CCA who took sudden leave for cancer treatment, and successfully take this role officially in 2017.
This is a challenging position, in charge of claims, complaints and enquiries via DHL website and Facebook, issuing official letters to customers for issues related to service breakdown, ensuring prompt and effective resolutions to meet customer’s expectations, assisting Country Manager and CS Director to investigate and prepare response to complaints raised to Top Management channel. Besides, she is a contact point to Risk management and insurance for high-value shipments.
With high productivity and efficiency, Ms. Nhi has delivered amazing performance in the year 2017 with volume in significant increase: case volume was up 28% against 2016 (3,247 vs. 2,540).
Being a quality-committed advisor with CUSTOMER CENTRICITY and PASSION
Ms. Nhi made customers successful by her dedication and commitment to high-quality services:
-Dealing patiently with demanding customers: KPH behaviors (Knowledgeable-Polite-Helpful) in her handling were scored at maximum (K: 99.2%, P: 100%, H: 99.7%)
-Solving customer issues in a timely and responsive manner:
-Complaint Resolution rate 98.2%, +31% vs. targeted 75%. 6 months at 100%
-Claim Resolution rate 99.2%, +24% vs. targeted 80%. 8 months at 100%
-Web enquiry response rate 100% in all 12 months
-Developing innovative options to meet customer needs: innovative thinking not just about new ideas, she did a lot to improve the way she worked:
-Proactively collaborated with operation/sales functions to investigate process gap for solutions, while ensure 100% follow DHL standard process and guidelines, no mistake impacting customer/company/CS cost in whole 2017
-Worked out a set of templates for written response to customers in various challenging scenarios
-Passionately working: in high volume periods, she willingly worked at weekend and nights to resolve customers’ urgent complaints while overtime incentive not entitled for this position
Demonstrating EXCELLENCE in Best Day Every Day
To turn each service breakdown into an opportunity to shine in customer’s eyes, Ms. Nhi aimed excellence with actions:
-Spending many attempts with Country Manager in every response to customers
-As the central point for complaints, she proactively asking team for feedbacks and work with cross functions on how to do better
Following processes for quality (her handling score at 99.2% against targeted 90%) and fix exception (zero outstanding claim through all 12 months)
Not to be a separate achiever: in everything she did, she connected others and by it, contributed to the team success:
Proactively sharing her know-how and experience in daily team briefing
Cancelling all her planned leave days in days of team contingency
Participating in organization team for all CS engagement activities, together with DHL Express Vietnam cheerleading team to be ranked 5 in DHL Asia Cup 2017
Her great performance was recognized with Employee-of-the-Month award in 3 out of 12 months (Jan, Apr, Jul’17), STAR award for doing extra mile for customer (Aug’17), nominated as 2017 country Employee-of-the-Year.
Understands timely and quality resolution to customer needs being the key to building robust, long-lasting relationships with customers, Ms. Nhi ensures Best-quality Day Every Day as well as acting as a role model for continuous improvement. Her customer focus, impressive performance, the ways she interacts and strive for improvement, that is how she delivers fast, reliable service to customers, and makes her a strong candidate for Back-Office Customer Service Professional of the Year.