Helpdesk Officer

About the role

Dangote Industries Limited is hiring a Helpdesk Officer in Obajana DCT. The officer is the first point of contact for drivers' complaints, grievances, inquiries and challenges, ensuring prompt communication and resolution by the relevant units and heads of department.

Key responsibilities

• Receive, document and escalate complaints and inquiries from drivers, customers, internal and external stakeholders, depots and border representatives through the Emergency Contact Point (ECP) and HRW channels.
• Serve as the first point of contact for drivers' and officers' concerns and refer them to the right departments.
• Maintain accurate records and close all registered staff and drivers' cases, and follow up on issues until resolved.
• Process drivers' annual, sick and compassionate leave applications, and staff school fee allowance applications.
• Conduct safety pep talks and awareness sessions with drivers, and share safety messages through jingles and approved channels.
• Send approved diversion instructions to truck drivers by SMS to improve turnaround time.
• Keep staff and drivers' information confidential and handle complaints professionally.

Required profile

• Bachelor's degree or HND in Business Administration, Mass Communication, Social Sciences, Management or a related field.
• At least three years of progressive experience in a similar role at a reputable organisation.
• Added advantage: ICN counselling certification, EICP certification, HR certification (e.g. CIPM, SHRM), and fluency in Hausa.

Required skills

• Excellent communication, listening and interpersonal skills.
• Team-building, conflict resolution and emotional intelligence.
• Problem-solving, planning, organisation and record-keeping.
• Ability to work under pressure and manage multiple responsibilities.

What we offer

• Private health insurance.
• Pension plan.
• Paid time off.
• Training and development opportunities.