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About Savannah Informatics

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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.

Our vision is to enable a better healthcare future for Kenya through the pioneering use of information technology and knowledge creation.

We are a growing company with bold ideas and a passionate team. Working across various customer sites, our work embodies the future we envision for healthcare in East Africa: greater efficiency, improved quality of care, better patient outcomes, and higher value for healthcare providers.

Our customers trust Savannah Informatics to deliver impactful digital health solutions, and our multidisciplinary team of medical doctors, project managers, customer experience professionals, and software engineers share a common goal of transforming healthcare across the region.

If you are passionate about delivering exceptional customer experiences and want to make a meaningful impact in healthcare, we would love to hear from you.

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Job Description

We are looking for a customer-focused and detail-oriented Customer Experience Analyst to join our team.

In this role, you will serve as the first point of contact for our clients, handling inbound support requests, making outbound follow-up calls, and ensuring customer issues are resolved promptly and professionally. You will provide first-level technical support, coordinate with internal teams to resolve complex issues, and deliver an exceptional customer experience throughout every interaction.

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The ideal candidate is an excellent communicator with strong problem-solving skills, a passion for helping customers, and the ability to manage multiple support cases while maintaining high service standards.

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Key Responsibilities

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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.

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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.

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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.

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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.

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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.

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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.

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Requirements

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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.

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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.

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Benefits

• Great mission and collaborative company culture.

• Opportunity to make a meaningful impact across the healthcare sector.

• Professional growth and career development opportunities.

• Market-competitive salary.

• Health and medical benefits.

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Applications will be reviewed on a rolling basis, and early applications are encouraged.

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Savannah Informatics does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, genetic information, sexual orientation, gender identity, or expression.

Savannah Informatics is committed to fostering a safe, inclusive, and productive work environment. As part of our recruitment process, background checks are conducted for final candidates. These may include, but are not limited to, criminal history, reference checks, and other relevant employment verifications.

We thank all applicants for their interest. However, only shortlisted candidates will be contacted.