Savannah Informatics is a Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations, and regions. The Customer Experience Analyst will serve as the primary contact for users, providing support, managing customer cases, troubleshooting technical issues, and ensuring continuous improvement in service delivery.
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 & Experience
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.
Communication: Excellent verbal and written communication skills with a professional telephone manner.
Customer Focus: Strong customer service orientation with a genuine passion for helping customers.
Experience: Experience handling inbound and outbound customer calls in a customer support, contact centre, service desk, or customer success environment is an added advantage.
Problem Solving: Strong problem-solving and analytical skills with the ability to identify issues and recommend effective solutions.
Organization: Excellent organizational and time management skills, with the ability to manage multiple customer cases simultaneously.
Resilience: Ability to remain calm and professional while handling challenging customer situations.
Detail Orientation: High attention to detail and accuracy in documenting customer interactions.
Tools: Proficiency in using customer support or CRM systems is an added advantage.
Collaboration & Learning: Ability to work collaboratively with cross-functional teams and a willingness to learn new technologies.
