Cebuana Lhuillier, one of the leading micro-financial service providers in the Philippines, received the 2021 Service Champion Award from the Customer Service Institute of America, the world’s leading customer service institute.
The award was bestowed to Cebuana Lhuillier for its efforts to provide millions of clients unhindered access to its micro-financial services despite the challenges of the ongoing pandemic.
“We are honored to receive a distinction from the Customer Service Institute of America once again. This recognition affirms Cebuana Lhuillier’s full commitment to the continuous delivery of service excellence through innovative solutions,” said Jean Henri Lhuillier, president and chief executive of Cebuana Lhuillier.
“While excellence has always been at the core of how we operate the business, the agility and ingenuity that emerged from the company during the pandemic ensured that our clients had access to financial services through several digital platforms,” said Marissa Ancog, first vice president and group head for planning and quality management said.
Cebuana Lhuillier’s quick response of the company to adapt to the rapidly changing environment impressed the judges. This secured the award for the company and gained them a spot in the elite roster of winners of the 2021 International Service Excellence Awards.
The company bagged the award for the various digital platforms launched at the onset of the pandemic, successfully bringing micro-financial services into the digital space: eCebuana app, the company’s digital banking app; Cebuana From Home, a web-app designed to process pawning services online; and Cebuana Lhuillier Jewelry, an online jewelry marketplace.
Since 2010, Cebuana Lhuillier has been officially accredited as a Certified Customer Service Organization by the CSIA.
