Etihad Cargo restructures customer contact centre
Etihad Cargo, the cargo and logistics arm of Abu Dhabi-based Etihad Aviation Group, has divided its existing customer contact centre into two separate units.
One team will be dedicated to serve UAE customers, and the other will serve 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.
Tim Isik, VP commercial: "75% 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." (ah)