Tech in Africa
Talabat, the Egypt and MENA food and grocery delivery app announced an expansion of outsourcing services with a regional customer service center in Cairo. The expansion runs in tandem with the company’s one-year anniversary as it rebrands and enhances cutting-edge services across seven markets.
Talabat currently operates in Egypt, Oman, Jordan, Kuwait, Bahrain, Iraq, and Saudi Arabia while providing services in English, Arabic, and Kurdish. The new center controls all operations related to the business ecosystem which is mainly constituted by employees, customers, and partners. This center’s role starts with restaurants that create tailor-made and data-driven menus which when onboarded onto an application raise awareness on services provided when handling requests and complaints.
Expansion of these outsourcing services will see Talabat play a role in supporting Egypt’s 2030 Vision and Digital Egypt plan. Talabat strives to offer direct and permanent communication channels. The Managing Director of Talabat Egypt, Hadeer Shalaby, pointed out Egypt’s choice to establish a regional service center given the pool of young talents with mastery of different languages.
Shalaby is a hybrid model implemented by regional service centers that allow the customer operations management at the headquarters in offering to outsource. Employees get coaching in customer inquiry management, emails, and other services offered by Talabat. This rolls out in a manner that maintains the pace with Egypt’s government effort to enhance the capacity for building young cadres in communications and information technology. Presently, Egypt has 2000 employees at the center, a number that can peak at 3000 during Ramadhan.
