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

1. Handle incoming and outgoing driver support calls professionally and efficiently.

2. Assist new drivers with onboarding, registration support, document follow-up, app guidance, and activation.

3. Train new and existing drivers on Yango operations, app usage, customer service, driver conduct, trip handling, and company expectations.

   Vehicle Codes & Driving Laws

4. Follow up inactive drivers and assist in improving driver activity.

5. Support driver recruitment, activation, and retention efforts.

6. Record driver calls, complaints, issues, resolutions, follow-ups, and progress updates.

7. Assist drivers with basic platform-related questions, operational issues, and support queries.

8. Escalate serious issues to management where necessary.

9. Maintain accurate driver records using Excel, Google Sheets, CRM tools, or other company systems.

10. Communicate with drivers through calls, WhatsApp Business, SMS, and other approved communication channels.

11. Help monitor driver progress after onboarding and training.

12. Assist with driver communication campaigns, reminders, updates, and performance follow-ups.

13. Support the company’s goal of increasing active drivers and improving driver service quality.

14. Provide regular reports on calls made, drivers trained, drivers activated, inactive drivers followed up, and unresolved issues.

MINIMUM REQUIREMENTS & QUALIFICATIONS

1. Previous experience in call center work, customer service, driver support, ride-hailing operations, training, or transport operations will be an added advantage.

2. Must have strong communication skills.

3. Must be confident speaking to drivers on the phone and in person.

4. Must be computer literate.

5. Must be able to use Excel, Google Sheets, WhatsApp Business, and basic CRM or record-keeping systems.

6. Must be able to speak English and local languages.

7. 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.