Etihad opens EAP Shared Services Center

THE EAP Shared Services Center was officially opened  on March 13 by Aleksandar Vučić, the Prime Minister of the Republic of Serbia; James Hogan, the President and Chief Executive Officer of Etihad Aviation Group, and Siniša Mali, Mayor of Belgrade. The new facility, located near Serbia’s capital city center will perform contact center and loyalty operations in Europe for Etihad Airways, Air Serbia, Air Seychelles and Etihad Regional, expanding in time to include Alitalia and Air Berlin, as well as their respective loyalty programs. Initially over 200 Serbian nationals will be employed at the center, which is planned to increase to approximately 685 people by 2020. The workforce is set to handle more than 4.4 million calls by 2020. Speaking to guests and media at the opening, Prime Minister Aleksandar Vučić, said: “The EAP Shared Services Center is another example of successful foreign investment in Serbia. The fact that this center is being established right here in Belgrade demonstrates the confidence that renowned international companies such as Etihad have in our country and workforce. The EAP Shared Services team is multi-lingual and trained to provide world-class customer service which is a true reflection of the modern Serbia.” James Hogan, said: “We are delighted to open this latest EAP Shared Services center which brings many EAP airlines, and their loyalty programs, under one roof.” This Center of Excellence will provide a wealth of efficiencies for each airline and allow them to compete effectively in an increasingly complex and competitive global marketplace.” The EAP Shared Services center is located in the Airport City business park in New Belgrade and adds to the global portfolio of service centers operated by partner airlines. Today, Etihad Airways operates three contact centers in the emirate of Abu Dhabi, and one in Manchester. Initially, the workforce will manage reservation and ticketing services, including sales, itinerary changes and special service requests. In regards to loyalty operations, EAP Shared Services staff will be able to provide program information, account servicing, as well as miles management.