State Helpdesk Officer (Ogun) at IITA - International Institute of Tropical Agriculture

Duties

• Operate the state-level program help desk (in person, by phone and/or through other designated channels), responding to enquiries from prospective and enrolled participants, community members and partners in a timely and courteous manner.
• Provide accurate information on program eligibility, application procedures, training schedules, Youth Agribusiness Park access, and available support services (finance linkage, starter kits, mentorship).
• Receive, log and route participant and community feedback, questions and complaints (including safeguarding-sensitive concerns) to the appropriate focal point, in line with the program's complaints and feedback mechanism and safeguarding procedures.
• Support outreach and community sensitization activities to raise awareness of the program, particularly among young women, persons with disabilities, and internally displaced youth.
• Maintain an organized, up-to-date log/database of enquiries, referrals and resolutions for reporting and continuous improvement purposes.
• Support monitoring of relevant local policy, regulatory and market developments affecting youth agribusiness in the state, and flag emerging issues to the State Field Coordinator and PMO.
• Assist with registration, attendance tracking and basic support during training sessions, cohort enrolment and Youth Agribusiness Park events.
• Coordinate with the State Training Officer, State Admin and Logistics Officer, and other state team members to ensure participants receive consistent and accurate information.
• Prepare periodic summary reports on help desk activity, common enquiry themes, and feedback trends for the State Field Coordinator and PMO.
• Uphold IITA's safeguarding, confidentiality and code-of-conduct standards in all interactions with participants and the community.
• Perform other related duties as assigned by the supervisor

Requirements

• Bachelor's Degree or equivalent qualification in Social Sciences, Communications, Development Studies, Agriculture or a related field with a minimum of 2 years of experience in customer service, community engagement, front desk operations or a similar public-facing role, preferably within an NGO or development program is required.

Competencies:
The ideal candidate must have:

• Excellent interpersonal, listening and communication skills, with fluency in the local language(s) of the state/district and English (or French/Krio as applicable in Liberia/Sierra Leone).
• Good working knowledge of the local community, culture and context, including sensitivity to the needs of young women, persons with disabilities and displaced persons.
• Basic computer literacy (Microsoft Office) for recording and reporting enquiries.
• Patience, discretion and a strong customer-service orientation, with the ability to handle sensitive or difficult conversations professionally.
• Willingness to travel locally within the state/district, including to Youth Agribusiness Parks and community locations.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to communicate effectively with diverse stakeholders.
• Strong organizational and record-keeping skills.
• Ability to manage multiple tasks and work under pressure.
• Good problem solving and conflict resolution skills.
• High level of integrity, confidentiality, and professionalism.
• Proficiency in Microsoft Office applications and digital communication tools

Benefits
We offer highly competitive salary with equally attractive benefits and excellent working conditions in a pleasant campus environment.