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. Vehicle Codes & Driving Laws 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 performa