With a presence in Hong Kong since 1972, DHL Express has always placed an emphasis on delivering a high standard of customer service. DHL has been participating in the HKMA DSA programme for more than 20 years and nearly half of its salespersons are DSA winners.

As an awardee in this year’s DSA programme, Agnes Lam, national customer manager at DHL Express Hong Kong, says she is proud to continue the tradition. “Taking part in the DSA programme was a fantastic experience that has certainly widened my horizons as I got to learn from the other outstanding candidates,” says Lam, who has worked for DHL Express for over two years, managing local key account customers, specifically in the technology sector.

Like all DHL employees, Lam says she has benefited from the company’s “Insanely Customer-Centric Culture, (ICCC)”, which focuses on providing best-in-class services to meet or even exceed customers’ expectations. A good example, says Lam, was helping a customer avoid a “penalty fee” by coordinating a delivery through DHL’s different divisions, which resulted in the delivery being made a day ahead of the deadline.

With more than nine years of professional sales experience in the logistics industry, Thomas Wong, account manager at DHL Express Hong Kong, says he considers persistence, a positive mindset and a can-do attitude to be the outstanding attributes of a distinguished salesperson. The ability to adapt to an ever-changing environment within the logistics industry is also vital. “I am grateful I was able to take part in the DSA awards, which helped me to improve my sales tactics and boost my continuous personal development,” notes Wong, who recalls helping a customer get an important product shipment delivery, which had been delayed by a hold-up on the supplier’s side. “The customer was grateful and has since become a loyal long-term client,” says Wong.

This article appeared in the Classified Post print edition as Careers taking off with enthusiasm.