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Press Release: Tokyo, 17 September 2021

  • Recognition for the team’s quick and flexible response by an advanced workforce management system during Covid-19 pandemic
  • This is the 6th time DHL Japan has won this award

DHL Express, the world’s leading international express service provider, was honored with the Customer Support Excellence Award of the Year 2021, organized by the Japan Institute of Information Technology (JIIT). The award recognizes the advanced workforce management system that was effective to cope with the surge of customer calls during the Covid-19 pandemic. The workforce management solution developed by the customer service team helped to enhance customer response times while maintaining service levels.

Additionally, the solution also enabled the customer service team to better manage their workload, allowing them to spend more time on acquiring first-time-buyers, thereby, contributing to business growth.

Tony Khan, President and Representative Director of DHL Express Japan, commented: “In a competitive international express logistics industry, DHL sees excellence in customer service as a key differentiator. This award is a strong endorsement of the quality of customer service that we offer, and we aim to continue to provide high quality services that exceed customer expectations.”

Reinforcing the high quality of customer service is one of DHL’s top priorities in our business strategy. Contact center agents are professionals trained to understand and meet the needs of each individual customer, allowing them to respond to a diverse range of requests.

In 2020, DHL Express won 65 customer-service awards across Asia Pacific from various independent and professional associations. DHL Japan’s contact centers are part of DHL’s Customer Service division located in Tokyo and Osaka, as a focal customer touchpoint. Skilled and trained customer service advisors handle customer’s various inquiries including shipment tracking, pickup request, and general request via mutual toll-free dial. The customer contact centers also aim to keep higher level of “quality”, “profitability” and “productivity” as a core KPI.

Since 1998, JIIT has celebrated public and private enterprises that aim to continuously improve productivity and implement effective management systems within customer support units.