EGYPT – Talabat, one of the leading food and grocery delivery apps in Egypt and the Middle East, has announced the expansion of its outsourcing services in the North African country with a regional customer service center located in Cairo.
The food delivery company has operations in Egypt, the UAE, Kuwait, Oman, Bahrain, Qatar, Jordan, Saudi Arabia, and Iraq, providing services in three primary languages: Arabic, English and Kurdish.
This expansion comes in tandem with the company’s one-year anniversary since rebranding and will allow talabat to enhance its cutting-edge services to its seven current markets.
The foodtech also aims to provide a direct and permanent channel of communication between them and all customers through various mediums.
“Egypt was our first choice to establish talabat’s regional service center given its large pool of young talents with mastery of different languages and eagerness to build their capacities as we train our employees on the latest and best technologies.
“Additionally, the presence of a solid infrastructure allows Egypt to manage the largest workload possible, as being positioned in the middle of the world offers a decent time lag that gives good access to most global communications lines,” said Hadeer Shalaby, Managing Director of talabat Egypt.
The center will control all its operations related to its business’ ecosystem which is constituted primarily by employees, customers and partners.
Its function will begin from creating tailor-made and data-driven menus, onboarding the menus on its application, raising awareness of services provided and handle requests and complaints.
“On the customers front, we support dealing with all inquiries and requests through multiple channels that include chat rooms, e-mail, and phone calls; to provide a unique ordering experience characterized by professionalism and ease,” said Usama Nabil, Senior Director Operations SSC.
Shalaby further explained that a hybrid model is being implemented for the regional service center that allows customer operations management at the headquarters and outsourcing.
Employees will be coached to manage customer inquiries, emails as well as all the services provided by talabat.
This is rolled out in a way that keeps pace with the Egyptian government’s efforts in enhancing the capacity building of young cadres within the field of communication and information technology.
Currently, talabat has 2,000 employees in the center and sees that number to reach 3,000 during peak seasons such as the month of Ramadan.
“Delivering a seamless ordering experience is the ultimate objective for talabat Egypt. We are working towards that goal daily on all fronts, one of which is through employing top-notch talent that can bring both customers and partners a smooth experience,” Shalaby added.