# Customer Experience Analyst Job Savannah Informatics Nairobi, Kenya Canonical URL: https://primejobalerts.com/jobs/customer-experience-analyst-job-savannah-informatics-nairobi-kenya Company: Savannah Informatics Nairobi, Kenya Category: Information & Communication Technology Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-07-22 Expires: 2026-09-05 ## 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 ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.