Yango Call Center, Training & Support Officer

Yango Call Center, Training & Support Officer Lusaka Our client is looking for a sharp, energetic, organized, and customer-focused Yango Call Center, Training & Support Officer to support driver onboarding, driver training, call handling, driver activation, and daily support for the company’s Yango operations. The ideal candidate must be confident on the phone, organized with records, able to train drivers clearly, and capable of helping drivers resolve operational, platform, and performance-related issues. ROLE PURPOSE The Yango Call Center, Training & Support Officer will be responsible for assisting new and existing Yango drivers through onboarding, training, daily support, follow-ups, activation, and issue resolution. The role is important in helping the company grow driver numbers, improve driver activity, reduce driver inactivity, and maintain professional driver support standards. KEY DUTIES AND RESPONSIBILITIES Handle incoming and outgoing driver support calls professionally and efficiently. Assist new drivers with onboarding, registration support, document follow-up, app guidance, and activation. Train new and existing drivers on Yango operations, app usage, customer service, driver conduct, trip handling, and company expectations. Follow up inactive drivers and assist in improving driver activity. Support driver recruitment, activation, and retention efforts. Record driver calls, complaints, issues, resolutions, follow-ups, and progress updates. Assist drivers with basic platform-related questions, operational issues, and support queries. Escalate serious issues to management where necessary. Maintain accurate driver records using Excel, Google Sheets, CRM tools, or other company systems. Communicate with drivers through calls, WhatsApp Business, SMS, and other approved communication channels. Help monitor driver progress after onboarding and training. Assist with driver communication campaigns, reminders, updates, and performance follow-ups. Support the company’s goal of increasing active drivers and improving driver service quality. Provide regular reports on calls made, drivers trained, drivers activated, inactive drivers followed up, and unresolved issues. MINIMUM REQUIREMENTS & QUALIFICATIONS Previous experience in call center work, customer service, driver support, ride-hailing operations, training, or transport operations will be an added advantage. Must have strong communication skills. Must be confident speaking to drivers on the phone and in person. Must be computer literate. Must be able to use Excel, Google Sheets, WhatsApp Business, and basic CRM or record-keeping systems. Must be able to speak English and local languages. Grade 12 Certificate with 5 Credits including English. A Diploma or Degree in Business Administration, Transport & Logistics, Customer Service, ICT, or a related field will be an added advantage. APPLICATION DOCUMENTS REQUIRED Applicants must submit: Application letter. Updated CV. NRC copy. Academic/professional certificates. Traceable references. IMPORTANT NOTICE Only applicants who meet the minimum requirements should apply. Shortlisted candidates may be required to undergo interviews, communication assessments, computer skills assessments, call simulations, and reference checks. How to Apply: Send your application by email to: cyprian@macroworldservices.com copy : samzambiacareers@gmail.com Email Subject: Yango Call Center, Training & Support Officer Application Due date is 20 June 2026.Yango Call Center, Training & Support OfficerYango Call Center, Training & Support Officer LusakaLusakaOur client is looking for a sharp, energetic, organized, and customer-focused Yango Call Center, Training & Support Officer to support driver onboarding, driver training, call handling, driver activation, and daily support for the company’s Yango operations.Our client is looking for a sharp, energetic, organized, and customer-focused Yango Call Center, Training & Support Officer to support driver onboarding, driver training, call handling, driver activation, and daily support for the company’s Yango operations.The ideal candidate must be confident on the phone, organized with records, able to train drivers clearly, and capable of helping drivers resolve operational, platform, and performance-related issues.The ideal candidate must be confident on the phone, organized with records, able to train drivers clearly, and capable of helping drivers resolve operational, platform, and performance-related issues.ROLE PURPOSEROLE PURPOSEThe Yango Call Center, Training & Support Officer will be responsible for assisting new and existing Yango drivers through onboarding, training, daily support, follow-ups, activation, and issue resolution. The role is important in helping the company grow driver numbers, improve driver activity, reduce driver inactivity, and maintain professional driver support standards.The Yango Call Center, Training & Support Officer will be responsible for assisting new and existing Yango drivers through onboarding, training, daily support, follow-ups, activation, and issue resolution. The role is important in helping the company grow driver numbers, improve driver activity, reduce driver inactivity, and maintain professional driver support standards.KEY DUTIES AND RESPONSIBILITIESKEY DUTIES AND RESPONSIBILITIESHandle incoming and outgoing driver support calls professionally and efficiently.Handle incoming and outgoing driver support calls professionally and efficiently.Assist new drivers with onboarding, registration support, document follow-up, app guidance, and activation.Assist new drivers with onboarding, registration support, document follow-up, app guidance, and activation.Train new and existing drivers on Yango operations, app usage, customer service, driver conduct, trip handling, and company expectations.Train new and existing drivers on Yango operations, app usage, customer service, driver conduct, trip handling, and company expectations.Follow up inactive drivers and assist in improving driver activity.Follow up inactive drivers and assist in improving driver activity.Support driver recruitment, activation, and retention efforts.Support driver recruitment, activation, and retention efforts.Record driver calls, complaints, issues, resolutions, follow-ups, and progress updates.Record driver calls, complaints, issues, resolutions, follow-ups, and progress updates.Assist drivers with basic platform-related questions, operational issues, and support queries.Assist drivers with basic platform-related questions, operational issues, and support queries.Escalate serious issues to management where necessary.Escalate serious issues to management where necessary.Maintain accurate driver records using Excel, Google Sheets, CRM tools, or other company systems.Maintain accurate driver records using Excel, Google Sheets, CRM tools, or other company systems.Communicate with drivers through calls, WhatsApp Business, SMS, and other approved communication channels.Communicate with drivers through calls, WhatsApp Business, SMS, and other approved communication channels.Help monitor driver progress after onboarding and training.Help monitor driver progress after onboarding and training.Assist with driver communication campaigns, reminders, updates, and performance follow-ups.Assist with driver communication campaigns, reminders, updates, and performance follow-ups.Support the company’s goal of increasing active drivers and improving driver service quality.Support the company’s goal of increasing active drivers and improving driver service quality.Provide regular reports on calls made, drivers trained, drivers activated, inactive drivers followed up, and unresolved issues.Provide regular reports on calls made, drivers trained, drivers activated, inactive drivers followed up, and unresolved issues.MINIMUM REQUIREMENTS & QUALIFICATIONSMINIMUM REQUIREMENTS & QUALIFICATIONSPrevious experience in call center work, customer service, driver support, ride-hailing operations, training, or transport operations will be an added advantage.Previous experience in call center work, customer service, driver support, ride-hailing operations, training, or transport operations will be an added advantage.Must have strong communication skills.Must have strong communication skills.Must be confident speaking to drivers on the phone and in person.Must be confident speaking to drivers on the phone and in person.Must be computer literate.Must be computer literate.Must be able to use Excel, Google Sheets, WhatsApp Business, and basic CRM or record-keeping systems.Must be able to use Excel, Google Sheets, WhatsApp Business, and basic CRM or record-keeping systems.Must be able to speak English and local languages.Must be able to speak English and local languages.Grade 12 Certificate with 5 Credits including English. A Diploma or Degree in Business Administration, Transport & Logistics, Customer Service, ICT, or a related field will be an added advantage.Grade 12 Certificate with 5 Credits including English. A Diploma or Degree in Business Administration, Transport & Logistics, Customer Service, ICT, or a related field will be an added advantage.APPLICATION DOCUMENTS REQUIREDAPPLICATION DOCUMENTS REQUIREDApplicants must submit:Applicants must submit:Application letter.Application letter.Updated CV.Updated CV.NRC copy.NRC copy.Academic/professional certificates.Academic/professional certificates.Traceable references.Traceable references.IMPORTANT NOTICEIMPORTANT NOTICEOnly applicants who meet the minimum requirements should apply. Shortlisted candidates may be required to undergo interviews, communication assessments, computer skills assessments, call simulations, and reference checks.Only applicants who meet the minimum requirements should apply. Shortlisted candidates may be required to undergo interviews, communication assessments, computer skills assessments, call simulations, and reference checks.How to Apply: Send your application by email to: cyprian@macroworldservices.com copy : samzambiacareers@gmail.comHow to Apply:How to Apply: Send your application by email to: Send your application by email to: cyprian@macroworldservices.comcyprian@macroworldservices.com copy : copy : samzambiacareers@gmail.comsamzambiacareers@gmail.comEmail Subject: Yango Call Center, Training & Support Officer ApplicationEmail Subject: Yango Call Center, Training & Support Officer Application