CSIA 2018 Australian Service Excellence Award Winners

CSIA 2018 Australian Service Excellence Award winners

CSIA 2018 Australian Service Excellence Award Winners

The CSIA 2018 Australian Service Excellence Award winners have been announced at a gala event held at The Star in Sydney on 1 November 2018.

The Customer Service Institute of Australia (CSIA) awards are now in their 18th year and are regarded as Australia’s premier customer service awards event, with attendees coming together each year to recognise best practice and innovation in customer service, highlighting their importance in today’s business climate.

The award submission process involves a written application with the criteria based on the International Customer Service Standard (ICSS:2015-2020) across 27 specific measures as well as a site visit or telephone interview depending on the criteria.

You can learn more about CSIA and their awards program at their website.

2018 Australian Service Excellence Award Winners – Organisations

Customer Service Organisation of the Year – Government/Not for Profit

Winner: University of South Australia Business School

Service Champion: City of Melville

Customer Service Organisation of the Year – Small Business

Winner: Centorrino Technologies

Service Champion: Ocean Keys Shopping Centre

Customer Service Organisation of the Year – Medium Business

Winner: Stryker South Pacific

Service Champion: Rockend

Customer Service Organisation of the Year – Large Business

Winner: Melbourne Cricket Club

Service Champion: HCF – The Hospitals Contribution Fund of Australia

Customer Service Organisation of the Year – Retail

Winner: Pacific Fair Shopping Centre

Service Champion: Muffin Break Victorian Operations Team

Service Excellence – Small Contact Centre

Winner: Australian Catholic Superannuation & Retirement Fund

Service Champion: Intuit Australia

Service Excellence – Medium Contact Centre

Winner: Rockend Customer Support, Perth

Service Champion: WEX Australia

Service Excellence – Large Contact Centre

Winner: American Express Australia Limited – Consumer Engagement Network

Service Champion: Sunsuper

Customer Service Team of the Year – Small

Winner: CMC Markets Sales Trading

Service Champion: Revenue NSW – Customer Insights Team

Customer Service Team of the Year – Medium

Winner: Brisbane City Council Customer Services Customer Experience Team

Service Champion: Adestra Support Team

Customer Service Team of the Year – Large

Winner:  Wyndham Vacation Clubs Asia Pacific Customer Experience

Service Champion: Harbour City Ferries

Customer Service Project of the Year – Customer Impact

Sydney Water Customer Hub

Service Champion: HP Inc Sth Pac Customer Support

Customer Service Project of the Year – Continuous Improvement

Winner: iCare NPS ‘much more than a score’ program

Service Champion: Wyndham Vacation Clubs Asia Pacific 5 Day Project

Customer Service Project of the Year – Service Transformation

Winner: City of Casey – Bunjil Place ‘One Place One Team’

Service Champion: OPTUS Robotic Process Automation

Customer Service Project of the Year – Service Innovation

Winner:  Stryker South Pacific Quality Partner Model

Service Champion: Intuit Australia

Best of the Best

Best of the Best: Stryker South Pacific

2018 Australian Service Excellence Award Winners – Individuals

Extraordinary Service Award

Winner:  Milan Mili – University of South Australia Business School

Customer Service Advocate of the Year

Winner: Rafael Marini – NAB

Service Hero:  Yu-hsien Kuo – American Express Australia Limited

Customer Service Professional of the Year

Winner: Jennifer Tse – Intuit Australia

Service Hero: Donna Coote –Stryker South Pacific

Customer Service Leader of the Year

Winner:  Matthew Hargrave – American Express Australia Limited

Service Hero: Kristiina Bedford Rockend

Customer Service Manager of Year

Winner: Aoife Roche – Assetlink

Service Hero: Muzi Ozcelik – Assetlink

Customer Service Executive of the Year

Winner: Scott Downing – Rockend

Service Hero:  Adam Centorrino – Centorrino Technologies

Next steps

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