Yango Call Center, Training & Support Officer

Job description

Yango Call Center Training Support Officer Jobs in Lusaka SAM Zambia is seeking a dynamic and customer-oriented Yango Call Center Training Support Officer to join our team in Lusaka. This full-time position plays a crucial role in supporting driver onboarding, training, call handling, activation, and daily assistance for the company’s Yango operations. The ideal candidate will be confident in phone communication, highly organized, and skilled at resolving operational and platform-related driver issues. Role Overview: Yango Call Center Training Support Officer Jobs in Lusaka As a Yango Call Center Training & Support Officer, you will be responsible for guiding both new and existing drivers through onboarding, training sessions, ongoing support, and issue resolution. Your efforts will directly contribute to increasing the number of active drivers, improving driver engagement, and maintaining high standards of professional support within the Yango driver community. Key Responsibilities Manage incoming and outgoing driver support calls with professionalism and efficiency. Assist new drivers with onboarding processes, including registration, document follow-up, app guidance, and activation. Conduct training for drivers on Yango operations, app functionality, customer service, driver conduct, and trip management. Follow up with inactive drivers to encourage increased activity and participation. Support driver recruitment, activation, and retention initiatives. Maintain detailed records of driver interactions, complaints, issue resolutions, and follow-ups using Excel, Google Sheets, CRM tools, or other systems. Provide assistance with platform-related questions, operational challenges, and general support inquiries. Escalate critical issues to management when necessary. Communicate with drivers through phone calls, WhatsApp Business, SMS, and other approved channels. Monitor driver progress post-onboarding and training to ensure continuous improvement. Assist with communication campaigns, reminders, updates, and performance follow-ups. Prepare regular reports detailing calls made, drivers trained and activated, inactive drivers followed up, and unresolved issues. Minimum Requirements and Qualifications Previous experience in call center operations, customer service, driver support, ride-hailing, training, or transport operations is advantageous. Strong verbal and written communication skills. Confidence in engaging with drivers both over the phone and in person. Proficiency in computer applications including Excel, Google Sheets, WhatsApp Business, and basic CRM or record-keeping software. Fluency in English and local languages. Grade 12 Certificate with at least 5 credits including English; a Diploma or Degree in Business Administration, Transport & Logistics, Customer Service, ICT, or related fields is a plus. Application Process Interested candidates who meet the minimum requirements are invited to apply by submitting the following documents: Application letter Updated curriculum vitae (CV) Copy of National Registration Card (NRC) Academic and professional certificates Traceable references Please send your application via email to cyprian@macroworldservices.com with a copy to samzambiacareers@gmail.com. Use the email subject: “Yango Call Center, Training & Support Officer Application”. The closing date for applications is 20 June 2026. Important Notice Only applicants who meet the stated minimum qualifications should apply. Shortlisted candidates will undergo interviews, communication and computer skills assessments, call simulations, and reference checks as part of the selection process. Job Details Company SAM Zambia Location Lusaka, Zambia Employment Type Full Time Category Administration Application Deadline 20 June 2026 Application Email cyprian@macroworldservices.com