About the Role
The International Institute of Tropical Agriculture (IITA) is a leading non-profit research-for-development organization committed to generating agricultural innovations to address hunger, malnutrition, and poverty across Africa. We are currently seeking a dynamic and community-focused professional to join our team as the State Helpdesk Officer in Ebonyi. In this role, you will serve as the primary point of contact for program participants, stakeholders, and community members, ensuring they receive accurate, timely, and courteous support while upholding our high standards of safeguarding and professionalism.
Key Responsibilities- Operate the state-level program help desk across in-person, phone, and digital channels to assist participants and community members promptly.
- Provide reliable information regarding program eligibility, application procedures, training schedules, and youth agribusiness support services.
- Log, manage, and route feedback, inquiries, and safeguarding-sensitive complaints according to established protocols.
- Support community outreach and sensitization initiatives tailored toward young women, persons with disabilities, and internally displaced youth.
- Maintain comprehensive and organized databases of inquiries, referrals, and resolutions for accurate reporting and continuous program improvement.
- Collaborate closely with state administrative, training, and logistics teams to guarantee consistent messaging and seamless event coordination.
- Prepare periodic summary reports on help desk activities, feedback trends, and common participant inquiries for leadership review.
- Bachelor's Degree in Social Sciences, Communications, Development Studies, Agriculture, or a related field.
- Minimum of 2 years of relevant experience in customer service, front desk operations, or community engagement within an NGO or development setting.
- Strong fluency in English and the primary local language(s) spoken in Ebonyi State.
- Proficiency in Microsoft Office applications and digital communication tools for data recording and reporting.
- Demonstrated ability to handle sensitive information with utmost confidentiality, discretion, and integrity.
- Exceptional interpersonal, conflict resolution, and problem-solving skills with a strong customer-service orientation.
IITA offers a highly competitive remuneration package, attractive benefits, and an engaging, collaborative working environment committed to professional growth and impactful agricultural research development in Africa.