Background

We are searching for a high-energy, emotionally intelligent Operations Team Member to join our growing team in Lusaka. As an Operations Team Member, you will help power Yellow’s growth in Zambia through operational excellence, customer support, and stakeholder engagement.

Responsibilities

Your key responsibilities include:

• Operational & Administrative Excellence: Execute administrative tasks that help grow and improve our operations. Handle initial calls to new customers (to educate them on the payment and contract structure). Handle collection calls (to contact customers in arrears and get them back on track). Support the setup and strengthening of internal processes in Zambia. Help build a strong Yellow Zambia company structure and culture.
• Customer & Merchant Support: Assist customers with issues related to their device, contract, or payments. Contact customers in arrears and support them to stay on track. Provide responsive, high-quality customer service through multiple channels.
• Stakeholder Relationship Building: Build trust, excitement, and loyalty among merchants, YRRs, and customers. Strengthen Yellow’s brand presence across Zambia. Communicate clearly and consistently with internal teams across Africa.

Control Your Own Compensation

Yellow believes in giving each employee the opportunity to grow their income with their effort. While a base income is guaranteed, the majority of your pay will be based on your productivity as determined through a points system on our digital work platforms. You control your earnings. You control your success.

• Execute administrative tasks that help grow and improve our operations
• Handle initial calls to new customers (to educate them on the payment and contract structure)
• Handle collection calls (to contact customers in arrears and get them back on track)
• Support the setup and strengthening of internal processes in Zambia
• Help build a strong Yellow Zambia company structure and culture
• Assist customers with issues related to their device, contract, or payments
• Contact customers in arrears and support them to stay on track
• Provide responsive, high-quality customer service through multiple channels
• Build trust, excitement, and loyalty among merchants, YRRs, and customers
• Strengthen Yellow’s brand presence across Zambia
• Communicate clearly and consistently with internal teams across Africa

• High-energy
• Emotionally intelligent
• Operational excellence
• Customer support
• Stakeholder engagement
• Administrative tasks
• Payment and contract structure education
• Collection calls
• Process strengthening
• Company structure and culture building
• Device, contract, and payment issue resolution
• Responsive customer service
• Trust building
• Excitement building
• Loyalty building
• Brand presence strengthening
• Clear and consistent communication

• High-energy
• Emotionally intelligent