African Excellence Awards 2026 As part of the wider Hisense Group, one of the world’s largest manufacturers of televisions, home appliances and smart technology solutions, Hisense South Africa combines global capability with strong local execution. Following its recognition in our African Excellence Awards 2026, Hisense South Africa’s story demonstrates how customer service excellence, technology, local talent and responsible corporate citizenship can work together to create meaningful and sustainable impact. Hisense South Africa Enterprise (Pty) Ltd. was established in October 1996 and has since become one of the country’s most recognised consumer electronics and home appliance brands. For 30 years, Hisense South Africa has grown from a technology manufacturer into a household name built on innovation, local investment, community development and an increasingly sophisticated customer service ecosystem. Its local presence includes operations in Johannesburg and Cape Town, together with its manufacturing facility at Atlantis Industrial Park in the Western Cape. Opened in 2013 following an investment of approximately R350 million, the facility supports large-scale local manufacturing while creating direct and indirect employment, developing skills and contributing to the local economy. This commitment to localisation extends well beyond manufacturing. Hisense believes that being a trusted consumer brand requires more than supplying innovative products. It requires an ongoing commitment to the people and communities it serves, and to the customers who rely on those products every day. For this reason, customer service excellence has become a central part of Hisense South Africa’s approach to responsible business. Across televisions, refrigerators, washing machines, freezers, air conditioners and other smart home technologies, Hisense aims to deliver products that combine innovation, quality, performance and accessibility. But the customer relationship does not end when the product is sold. Hisense views customer experience as a complete lifecycle responsibility, extending from product information and purchase support to installation, troubleshooting, warranty assistance, repairs, technical support and ongoing service. This service philosophy is built around empathy, quality, accessibility, responsiveness, ownership and accountability. “Customer service excellence is about more than resolving a technical issue. It is about listening with empathy, understanding the customer’s needs, taking ownership and remaining accountable until the customer journey is concluded.” At the centre of this capability is Hisense South Africa’s locally based customer contact operation. By employing and developing people from local communities, Hisense is creating employment opportunities while building a service organisation that better reflects and understands the customers it serves. An important part of this capability is multilingual customer support. South Africa is a diverse market, and Hisense recognises that customers should be able to engage with a service organisation in a way that is accessible, understandable and respectful. Developing multilingual capability within the contact centre enables customers to communicate more comfortably and helps create a more inclusive and empathetic customer experience. This is supported by ongoing investment in product knowledge, service skills, customer care and operational capability. For Hisense, developing local customer service talent is therefore both a service investment and a social investment. It creates opportunities for people while strengthening the quality of support available to customers. Behind the contact centre is a broader national service footprint. Hisense works through a nationwide network of authorised service partners, technicians, technical teams and operational support functions to provide repair and after-sales support across South Africa. This national reach is critical in ensuring that customers can access service regardless of where they live. The company continues to strengthen this ecosystem by improving technical capability, repair turnaround times, communication, service partner performance and accountability throughout the service journey. The objective is to deliver a service experience that is accessible, consistent and responsible across the country. Technology is also playing an increasingly important role in how Hisense South Africa delivers and improves customer service. Hisense’s use of AI-enabled analysis helps identify recurring pain points, service trends and customer sentiment across large volumes of customer interactions. This gives Hisense greater visibility into issues such as repair delays, technician availability, parts requirements, repeat contacts, communication gaps and other causes of customer dissatisfaction. Rather than treating every interaction as an isolated case, Hisense can use these insights to identify patterns and underlying root causes. These insights are then translated into focused improvement actions across service processes, technical support, customer communication, service partner management and employee development. In this way, customer feedback becomes more than a reporting metric. It becomes an operational management tool. Technology provides accessibility, speed and scale. Customer service teams provide empathy and judgement, technical teams provide expertise, and the organisation provides accountability. Together, these capabilities create a service model designed around customer convenience and responsible resolution. This focus on service excellence is closely connected to Hisense South Africa’s wider commitment to skills development. As televisions and home appliances become more sophisticated, there is an increasing Best Corporate Social Responsibility Initiative 2026 – South Africa & Corporate Community Impact Excellence Award 2026 – South Africa
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