Customer Experience Analyst Job Savannah Informatics Nairobi, Kenya

Job description

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

Click here to apply