Etihad Cargo has restructured its contact centre team. The Abu Dhabi-based carrier has created two separate units, one 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. The capabilities of both 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.
Three quarters cent of Etihad Cargo’s 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.