Assistant Manager Ssc

3 weeks ago


مصر, Egypt Talabat Full time

When you think of food delivery in the MENA region, we’d be pretty surprised if talabat didn’t pop into your mind first Since delivering our first order in Kuwait in 2004, we’ve grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less

Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.- What’s on Your Plate?- Work on new initiative projects with the highest visibility within talabat-
- Responsible for all customer service topics for new ventures-
- PoC between Customer Service Teams and the new ventures team-
- Review customer journeys and ensure all pain points and improvements opportunities are tackled-
- Set-up processes and tools to enable agents (frontline and T2 dedicated team) to cover all types of cases faced by customers on new ventures programs-
- Liaise with the New Ventures team to report progress and KPIs on new ventures programs: utilization rate, contact rate, NPS adherence rate, etc.-
- Continuously identify new cases and create SOPs to close gaps-
- Liaise with the product team to ensure enhancements required on SSC flows are implemented-
- Create tracking and reporting tools-
- Develop a deep understanding of how Customer Service Operations teams work and can facilitate and coordinate between individuals / teams-
- Develop a deep understanding of Customer Service Operations tools and processes-
- Develop project plans and monitor slippages and deviations throughout the project lifecycle; and reports to intended stakeholders-
- Manage and report risks in a timely manner, including development of risk mitigation strategies-
- Build effective relationships with other project stakeholders (product, finance, customer service, sales, local markets, etc.)-
- What Did We Order?- 5+ years of professional experience, especially working with PMO, or project management within tech companies and/or a top-tier management consulting firm-
- Outstanding organizational skills-
- Extensive Project Management experience (at least 3 years)-
- Strong analytical and communication skills (both verbal and written) - very comfortable with PowerPoint and Excel-
- Strong interpersonal skills with the ability to collaborate well with others and reconcile differences among resources/departments-
- Ability to interact / communicate with Senior Management and demonstrate solid leadership capabilities-
- Ability to work on multiple projects with different managers at the same time and able to prioritize amongst stakeholders-
- Strong track-record of problem-solving, including structuring problems, performing detailed analysis, and developing & implementing recommendations-
- Very good business process improvement skills-
- Being able to understand complex business processes and activities-
- Experience with customer centric initiatives-
- Experience with customer service required (e.g. call centers, customer support)-
- Relevant education background, including Master Degree, consulting, or a degree from a top-tier academic institution



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