AbuDhabiPR.com, Online Press Release from Abu Dhabi and Al Ain
 
Shipping & Logistic(Shipping and Logistic)
Filter PR by
  
Etihad Cargo Bolsters Its Global Customer Service Centre Operations
 
Etihad Cargo Bolsters Its 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
 
• As the latest step in Etihad Cargo's continuous improvement journey, the realignment of customer service operations aims to enhance the customer experience, improve response times and provide 24/7 support
 
Abu Dhabi, United Arab Emirates – Etihad Cargo, the cargo and logistics arm of Etihad Aviation Group, has reinforced its commitment to customer service excellence through the restructuring of the carrier's Contact Centre Team. 
 
To improve global customer service response times and support the UAE team to enable it to improve business conversion, Etihad Cargo has created two separate units. 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. 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.
 
'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,' said Tim Isik, Vice President Commercial at Etihad Cargo. '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.'
 
The restructuring of the carrier's Contact Centre Team aligns with Etihad Cargo's continuous improvement strategy. The allocation of dedicated resources for sales support mitigates the risks of delayed communication, including the provision of quotes, as all activity will be handled by one team rather than multiple contact centre agents. Resources have also been allocated to customer service, and the new units will be accountable for bookings and service delivery. 
 
Isik continued, 'Etihad Cargo's primary objective is to be the air cargo partner of choice, and the carrier continuously reviews processes, procedures and systems to ensure Etihad Cargo is the easiest carrier to do business with. The enhanced structure of Etihad Cargo's Contact Centre will improve customer service delivery, increasing the speed of responses and ensuring customers have access to support wherever they are located.'
 
The Contact Centre realignment follows Etihad Cargo's transition to the Microsoft Dynamics 365-driven Pulse CRM, which was implemented to empower customer service agents with more customer-focused data. Launched in 2022, the new CRM has provided greater transparency and visibility, enabling customer service agents to track each transaction from initial contact through to resolution.

Posted by : Abu Dhabi and Al Ain PR Network Editorial Team
Viewed 108 times
PR Category : Shipping and Logistic
Posted on : Monday, January 23, 2023  3:44:00 PM UAE local time (GMT+4)
Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of AbuDhabiPR.com.
Previous Story : AD Ports Group Announces Inauguration of Aqaba Cruise Termin...
Next Story : AD Ports Group Signs Major Maritime and Port Framework Agree...
Email this article Print this article

Share this article with your friends and followers
NewsVine
Back to Section Home

Related Stories



 
 
Most Viewed Press Release posted in the last 7 days
Mubadala Health Partners with Abu Dhabi Pension Fund to Launch Personal Health Program for Pensioner... [7279-Views]
Give More than a Gift with Pandora [6950-Views]
Create your Spider-Man Look [6758-Views]
Revealed: 65.24cm (2 Ft 1.68 in) Afshin Ghaderzadeh Declared World's Shortest Man [5332-Views]
Crafting an Icon: the New Moments Studded Chain [4693-Views]
It's a Record-Breaking First Season for Premier Padel as the Sport goes Global in 2022 [4358-Views]
JIJIL's Fashion-Forward Winter Wear [3591-Views]
CNN Business Arabic is Now Live [3126-Views]
New Year, New Me with essence Products [3077-Views]
IATA Statement on Imposition of Travel Restrictions for Travelers from China [2515-Views]
As Unique as your LOVE [2502-Views]
Passenger Recovery Continues in November [2488-Views]
Universal Motors Agencies (ALTAWKILAT) Saudi Auto distributor Expanding into UAE [2321-Views]
Embrace this New Year with Catrice [2270-Views]
Tanishq Regional Expansion Gains Impetus with Its First Store in UAE's Capital [2152-Views]
UAE's Sharaf Retail expands Operations across Middle East and Far East Regions [1960-Views]
Arab Bank Group Reports Net Profits of $544.3 million for 2022, 25% Cash Dividends [1896-Views]
Etihad Airways Celebrates the Festive Season and Welcomes 2023 in the Sky [1870-Views]
SAP Announces Q4 and FY 2022 Results [1662-Views]
Dimple Fashion Launches its Latest Showroom at Meena Bazaar, Bur Dubai [1617-Views]
 
RSS Facebook Twitter LinkedDin AbuDhabiPR.com on Instagram
 
Top Sections
 
Top Stories