About the Role
The International Institute of Tropical Agriculture (IITA) is seeking a dynamic, customer-focused professional to join our team as the State Helpdesk Officer in Ogun State. In this vital role, you will serve as the primary point of contact for our agricultural development programs, supporting young agripreneurs and community stakeholders. You will contribute to our mission of enhancing food security and reducing poverty across Africa by ensuring smooth communication, transparent feedback mechanisms, and exceptional participant support.
Key Responsibilities- Operate the state-level program help desk in person, by phone, and through digital channels, responding promptly to enquiries from participants and community members.
- Provide accurate, up-to-date information regarding program eligibility, application procedures, training schedules, and Youth Agribusiness Park access.
- Receive, log, and route feedback, queries, and safeguarding-sensitive complaints in strict compliance with organizational protocols.
- Support community sensitization and outreach initiatives, ensuring targeted engagement with young women, persons with disabilities, and internally displaced youth.
- Maintain a comprehensive and up-to-date database of enquiries, referrals, and resolutions to facilitate accurate reporting and continuous service improvement.
- Assist with event coordination, registration, and attendance tracking during cohort enrollments and training sessions.
- Collaborate closely with state team members, including the State Field Coordinator and Training Officer, to ensure seamless operational execution.
- Prepare periodic activity reports detailing help desk trends, common queries, and stakeholder feedback.
- Uphold IITA standards of confidentiality, safeguarding, and code of conduct across all community and participant interactions.
- Bachelor's Degree in Social Sciences, Communications, Development Studies, Agriculture, or a related field.
- Minimum of 2 years of professional experience in customer service, front desk operations, or community engagement, preferably within an NGO or development sector.
- Excellent interpersonal, active listening, and communication skills, with fluency in English and local languages spoken in Ogun State.
- Strong computer literacy, including proficiency in Microsoft Office applications and digital communication tools.
- High emotional intelligence, patience, discretion, and a demonstrated ability to handle sensitive conversations professionally.
- Willingness to travel locally within the state to community locations and Youth Agribusiness Parks.
- Strong organizational abilities, problem-solving skills, and a high level of integrity.
- Highly competitive salary structure commensurate with experience.
- Comprehensive employee benefits package.
- Excellent working conditions within a vibrant, collaborative campus environment.
- Meaningful opportunities for professional growth and impact in agricultural research and development.