Savannah Informatics is hiring a Customer Experience Analyst to analyze customer feedback and enhance customer satisfaction. The role is based in Nairobi and experience working with healthcare systems is an added advantage.
Key Responsibilities
Customer
Support & Communication
- Serve as the first point of contact for customers by handling
inbound calls, emails, and other support channels in a professional and
timely manner.
- Make outbound calls to follow up on customer inquiries, provide
updates, gather additional information, and ensure timely issue
resolution.
- Provide first-level technical support by troubleshooting
system-related issues and guiding customers through solutions.
- Resolve customer inquiries efficiently while maintaining a high
standard of professionalism and empathy.
- Build positive customer relationships by delivering a consistently
excellent support experience.
Case
Management
- Log, track, and manage customer support cases from initial contact
through to resolution.
- Prioritize customer issues based on urgency and business impact
while meeting agreed service level expectations.
- Escalate complex technical issues to the appropriate internal teams
and follow up to ensure timely resolution.
- Keep customers informed throughout the resolution process by
providing timely updates and clear communication.
Customer Experience
- Gather customer feedback during interactions and identify recurring
issues, trends, and improvement opportunities.
- Monitor customer satisfaction and contribute ideas that enhance the
overall customer experience.
- Ensure every customer interaction reflects Savannah Informatics’
commitment to excellent service.
Reporting
& Documentation
- Accurately document all customer interactions, issues, resolutions,
and follow-up activities..
- Prepare reports on customer issues, response times, recurring
trends, and service performance.
- Contribute to maintaining and improving internal knowledge base
articles and support documentation.
Cross-functional
Collaboration
- Work closely with Product, Engineering, Implementation, and other
internal teams to ensure customer issues are resolved effectively.
- Stay informed about product updates, new features, and system
enhancements to provide accurate customer support.
- Share customer insights and feedback with relevant teams to support
continuous product and service improvements.
Continuous Improvement
- Identify opportunities to improve support processes, workflows, and
service delivery.
- Demonstrate ownership, accountability, and a customer-first mindset
in every interaction.
- Be a collaborative team player who contributes to achieving
departmental and organizational goals.
Qualifications
Education
- Bachelor’s degree in Business Administration, Marketing,
Communications, Economics, Information Technology, or a related field.
Technical
Knowledge
- Basic technical understanding of software systems and the ability to
troubleshoot common system issues.
- Experience working with healthcare systems or digital health
platforms is an added advantage.
Experience
& Skills
- Excellent verbal and written communication skills with a
professional telephone manner.
- Strong customer service orientation with a genuine passion for
helping customers.
- Experience handling inbound and outbound customer calls in a
customer support, contact centre, service desk, or customer success
environment is an added advantage.
- Strong problem-solving and analytical skills with the ability to
identify issues and recommend effective solutions.
- Excellent organizational and time management skills, with the
ability to manage multiple customer cases simultaneously.
- Ability to remain calm and professional while handling challenging
customer situations.
- High attention to detail and accuracy in documenting customer
interactions.
- Proficiency in using customer support or CRM systems is an added
advantage.
- Ability to work collaboratively with cross-functional teams in a
fast-paced environment.
- Willingness to learn new technologies and continuously improve
technical knowledge.
How to Apply
