Etihad Cargo bolsters global customer service centre operations

Etihad Cargo has enhanced its customer service offering, restructuring its existing Customer Contact Centre team into two separate units focused on the UAE and the rest of the world.

Image: Etihad Cargo

One team is dedicated to servicing UAE customers, and the other to servicing the rest of the world and global key accounts.

“To avoid overlap and improve response times, the separate units will have dedicated communication channels and email addresses,” said Tim Isik, Vice President Commercial at Etihad Cargo.

“The capabilities of both the UAE-focused and global teams include sales support, customer service, billing dispute and resolution, escalations and case management. The global team, which offers 24/7 customer support, also provides special commodity and product support.” 

He added: "The restructure of Etihad Cargo's Contact Centre Team and realignment of work processes is the latest step in the carrier's long-term commitment to improving customer responses and enhancing service delivery and business conversion. 75 per cent of Etihad Cargo's Contact Centre transactions originate from the UAE,  and establishing a dedicated UAE-focused team will enable the Contact Centre to communicate with customers and respond to enquiries more efficiently. The global team will focus on service delivery and case resolution for the rest of the world, including Etihad Cargo's global key accounts."