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bagged nine awards at the Asia Pacific Customer Service Consortium (APCSC) 2011 Customer Relations Excellence (CRE) Awards held here on June 14, 2012.
The four Corporate Awards it took home were the Global Support Services of the Year (Direct Marketing), Integrated Support Team of the Year (Direct Marketing), Best Use of Knowledge Management of the Year (Direct Marketing) and Contact Centre of the Year (Merit).
The other five awards were won in the individual categories. QNET’s Chief of Network Services, Malou Caluza was named CRM Director of the Year while Network Support Group Manager, Jennifer Sham Wai Po was selected CRM Manager of the Year.
QNET’s Global Head of the International Support Centre, Pushpalatha Balan received the Customer Service Manager of the Year (Contact Centre) award while Regional Senior Executive, Network Support, Eva Sin Wing Yee walked away with the Customer Service Professional of the Year (Contact Centre) award.
International Support Officer, Mohammed Almurtada Sabr Abdel Hadi was given a Merit Award for Customer Service Professional of the Year (Contact Centre).
"Customer service excellence is more than just a philosophy. It is a call-to-action to have an organisation move towards one goal – to provide world-class service with a heart," said Malou Caluza, Chief of Network Services, QNET.
"Operating a multilingual contact centre is not easy. A key challenge for us is to instil customer centricity into a multicultural network of Customer Service Professionals – with different beliefs and values. With the support of our management, we built a team of carefully selected people, trained them to provide solutions to every possible problem, taught them to apply a sense of urgency to all issues that they receive, and imparted positive service mindsets that encourage them to always put themselves in the shoes of those that they serve."
Winners were selected through a comprehensive balanced scorecard of self-assessment benchmarking, business case presentations, mystery calls, site assessment by the judging panel based on the Customer Service Quality Standard (CSQS), public web voting and a final round of judging by a panel of customer relationship excellence experts.
The goal of the CRE Awards is to promote service quality and Customer Relationship Excellence in international cities and to recognise governments, companies, business units, teams, and individuals that have contributed to the success of both their customers and the organisations that they serve.
"Our achievements in this year's CRE awards are true reflections of our partnership and professionalism. Through our unwavering dedication and passion for what we do, QNET will continue to go from strength to strength, striving as always to stay at the top of our game," said Ms. Caluza.
About QNET
QNET is one of the world’s fastest-growing online shopping and business communities, with upwards of six million customers and independent distributors around the world. As a global direct selling company, QNET has millions of successful distributors and satisfied customers, e-Stores packed with exclusive lifestyle brands, and an award-winning customer support center spanning the globe in 25 languages.
Established in Asia in 1998, QNET utilises the direct sales business model on a proprietary e-commerce platform to market and distribute its exclusive products. The company specialises in both everyday consumer brands as well as high-end luxury goods.
QNET is a member of the Direct Selling Association in Malaysia, Singapore and the Philippines.
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