Talabat, one of Egypt’s and the Middle East’s most popular food and grocery delivery apps, has announced the expansion of its outsourcing services in Egypt, with a regional customer service center in Cairo. This expansion coincides with the one-year anniversary of the company’s rebranding and will allow talabat to expand its cutting-edge services to its seven existing regions. These include Egypt, the UAE, Kuwait, Oman, Bahrain, Qatar, Jordan, Saudi Arabia, and Iraq while providing services in three primary languages: Arabic, English and Kurdish.
“The center controls all operations related to our business’ ecosystem which is constituted primarily by employees, customers and partners. The center’s role begins with restaurants by creating their tailor-made and data-driven menus, onboarding them onto our application, raising their awareness of our provided services and handling their 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.
Why Egypt Was Chosen And How The New Center Would Work
“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.
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Talabat’s outsourcing services are being expanded in light of the company’s role as one of the main technology businesses supporting Egypt’s 2030 Vision and Digital Egypt strategy. Talabat also aspires to establish a direct and permanent line of communication with all clients via a variety of methods.
For the regional service center, Shalaby explained that a hybrid approach is being deployed, which provides for customer operations management at the headquarters as well as outsourcing. Employees are taught how to handle client enquiries, emails, and all of talabat’s services. This is being implemented in a way that corresponds to the Egyptian government’s attempts to improve the competence of young cadres in the field of communication and information technology. Talabat currently employs 2,000 people in the center, with that figure expected to rise to 3,000 during peak seasons like 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. Furthermore, talabat has a solid team of experts specialized in training Human Resources who are always on the lookout for the latest developments in technology and work variables to ensure that the training curricula is always up to date. All new employees are extensively trained for two weeks, followed by another two weeks of cohabitation in the work environment.
A Look At What Talabat Does
Talabat was founded in 2004 by a group of entrepreneurs with the goal of making meal delivery simple for everyone.
The company claims to be the largest food delivery and shopping platform in the Gulf Cooperation Council (GCC), with operations in Kuwait, the United Arab Emirates, Qatar, Egypt, Oman, Bahrain, and Jordan.
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Talabat was purchased by Delivery Hero in 2015. Delivery Hero is one of the most popular online meal ordering and delivery platforms in the world. It has 500,000+ restaurant partners and operates in over 40 countries across Europe, Asia, Latin America, and the Middle East.
Talabat outsourcing Egypt
Charles Rapulu Udoh
Charles Rapulu Udoh is a Lagos-based lawyer who has advised startups across Africa on issues such as startup funding (Venture Capital, Debt financing, private equity, angel investing etc), taxation, strategies, etc. He also has special focus on the protection of business or brands’ intellectual property rights ( such as trademark, patent or design) across Africa and other foreign jurisdictions.
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