Employer Of Choice

DHL Express Vietnam is the local branch of DHL Express, a global leader in international express shipping and logistics. Operating in Vietnam since 1988, DHL Express Vietnam provides fast, reliable, and secure door-to-door courier services across more than 220 countries and territories. With a strong presence in Ho Chi Minh City and other major hubs, the company offers tailored logistics solutions.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

DHL Express Vietnam's Customer Service Department is made up of 49 dedicated professionals working collaboratively to deliver exceptional service quality that enhances customer loyalty. Our efforts align with DHL's Focus strategy, which emphasizes Motivated People as a key pillar and Employer of Choice as a bottom line. 2023&2025 have been particularly challenging due to economic uncertainties, and ongoing impacts of global events. In response, we prioritized mental wellness and placed our team's well-being as top priority, fostering a committed and proactive workforce. This focus on employee satisfaction has led to 87% employee retention rates and above 95% EOS results, significantly enhancing DHL Express's reputation as an exceptional workplace.

This dedication has earned us accolades such as being named one of the Vietnam Best Workplaces in 2023&2024, Best Workplace in Asia for 2025, and 8 times as Great Place to Work, along with 1 Gold Stevie Award for Customer Service Employer of the Year 2025. These honors underscore our focus on fostering an environment where our motivated team can thrive and deliver excellence in customer service.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

In response to recent uncertainties, the management team has prioritized creating a sense of belonging and a safe work environment for our employees. This focus has strengthened our employees' resilience, enabling us to exceed all performance targets. Our team achieved impressive results from July 2023 to September 2025.

Inspiring a Motivated Team: The average Employee Opinion Survey (EOS) engagement and active leadership from 2023 to 2025 stands at 98%, significantly above company averages.

Delivering SPEED in Response and QUALITY in Service:

• 93% of calls answered within 15 seconds (target: 85%)
• 100% of emails responded to within 8 hours (target: 90%)
• 99% of chat responses provided within 60 seconds (target: 90%)
• 99% of customer callbacks made on time (target: 90%)
• 100% of network requests addressed within 4 hours (target: 90%)
• 86% of trace requests resolved within 3 days (target: 70%)
• 100% of complaints handled within 5 days (target: 80%)
• 100% of claims processed within 10 days (target: 75%)
• 97% Customer Experience Quality (target: 90%)
• 94% Business Process Quality (target: 90%)
• Our upselling rate reached 118%, generating an average of 658 sales leads per month with a 30% qualification rate (target: 21.7%).

Winning Customers' Hearts:

As of September 2025, our Net Promoter Score (NPS) has increased by 9.3% compared to last year (83% vs. 73.6%), with promoters accounting for 86.3% of total ratings. The number of detractors has decreased by 16.7%, from 78 to 65. Our Year-to-Date Q2.25 ICCC Index stands at 78, placing us 5 points ahead of our competitors.

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 organization's past performance (up to 1,500 characters):

From 2023 to 2025, customer service volume increased by 4.2%, leading to an 11.9% rise in Volume per FTE per day. We have explored all possibilities to keep our team engaged, refreshed, and resilient. Our performance highlights our commitment as an Employer of Choice, with a strong focus on employee mental health. Our key initiatives include:

Training and Development:

Deployed interactive, scenario-based training system - Customer Service Academy, resulting in

• Conducted 533 training sessions (+205%) and 1,322 training hours (+179%) compared to the same period last year.
• Awarded 13 promotions to 10 staff members and recognized 115 awards for 35 out of 38 employees.
• Organized 16 team-building activities (+17% vs. last year).
• Maintained open communication by promoted the TGROW Coaching and AID feedback frameworks.
• Closed with team: Keep communication through various channels at daily, weekly and monthly.
• Spent 50% of Supervisor time for monthly one-on-one discussions with staff.
• Launched 7 well-being initiatives.

Workload Review and Efficiency Enhancement:

• Improved efficiency by implementing advanced systems and automation tools like SPARK and CCaaS, streamlining processes and enhancing operations.
• Utilized AI tools for further accelerated and improved customer responses.
• In 2024 and 2025, we deployed 7 Robotic Process Automations (RPAs) (+133% compared to 2022 and 2023), saving 1.2 FTEs per month.
• Conducted 8 initiatives annually to boost productivity and reduce costs.

As a result, we received prestigious recognition from both internal and international organizations:

• Ranked #1 in APEC across 17/46 performance metrics
• Winner of the APEC Revenue Campaign for Non-Account Converters in 2023 and 2024
• EOS Engagement peaking at 100% in 2024
• Won Gold Award for APEC Excellence in 2023
• Winner of the 2024 Global Health and Well-Being Award
• Named the top "Great Place to Work" in Vietnam for the 8th time
• Recognized as the Best Workplace in Vietnam in 2023 and 2024
• Recognized as the Best Workplace in Asia in 2025

In 2025, we proudly won 9 Stevie Awards, including 6 Gold and 3 Silver, representing a 125% increase compared to last year, and ranked in the Top 2 in APEC for total international awards.

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 1,500 characters):

• CIS Training equips employees with comprehensive knowledge of international shipping, customs regulations, and DHL's services to enhance customer service and operational excellence.
• CS Academy: A dedicated learning platform for Customer Service employees, offering a global onboarding program, interactive learning experiences, and digital coaching tools. This initiative supports the company's commitment to ongoing employee development and accessible learning.
• SPARK is a cloud-based case management tool, specifically designed to help DHL Express Customer Service to improve and streamline our case management processes.
• CCaaS is a cloud-based platform that will enable us to streamline customer communications and offer personalized experiences across all touchpoints.
• Operational Efficiency (CS Productivity) is the total CS Volume/Activities per working day per CS Staff
• Insanely Customer Centric Culture (ICCC) Tracker: 3rd party survey - gauging customers' opinion of DHL vs. competitors
• Net Promoter Score: Promoter ( Score 9&10), Passive (Score 7&8), Detractor (<7)
• TGROW is a coaching framework that stands for: Topic, Goal, Reality, Options, Will.
• AID is a feedback framework that stands for Action, Impact and Do.
• GOS Target: Jul23 - Jul24: 90%, Aug24-Now: 80%.

Attached are programs and initiatives that provide additional details and support for the claims made in this nomination.