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Savannah Informatics - Customer Experience Analyst.
Savannah Informatics - Customer Experience Analyst.
Nairobi, Kenya - Full Time.
Position: Junior- Mid Level Hire.
About Us
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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 small company with great ideas and employees. Working across various customers’ sites, our work epitomizes the future we foresee in the East African health sector: efficiency, higher value, better quality, and outcomes for patients and other consumers of health.
Our customers partner with Savannah in delivering challenging projects, thus believing in the capabilities of our employees.
The Savannah team is made up of medical doctors, project managers, and software engineers, who have a common aspiration of transforming the region’s health care.
If you share in our motivation, vision, and aspirations, check out the careers page of our corporate website.
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Job Description
We are seeking a passionate and detail-oriented Customer Experience Analyst to join our team. If you are enthusiastic about providing exceptional customer service and possess basic technical knowledge of systems, we want to hear from you!
The ideal candidate will play a pivotal role in enhancing our customer interactions and ensuring seamless experiences. You will work closely with our technical teams to analyze customer data and system performance to identify areas for improvement. Your insights will be instrumental in shaping our customer-centric strategies and driving innovation.
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Responsibilities
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Customer Support:
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Provide technical support to customers by troubleshooting system-related issues.
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Ensure prompt and effective resolution of customer inquiries and concerns.
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Reporting and Documentation:
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Prepare reports and documentation on customer feedback and system performance.
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Maintain detailed records of customer interactions and solutions provided.
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Customer Data Analysis:
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Collect and analyze customer data to identify trends, preferences, and pain points.
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Use data-driven insights to recommend improvements to enhance the overall customer experience.
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Feedback Management:
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Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.
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Escalate technical issues to the appropriate teams for resolution.
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Process Improvement:
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Collaborate with cross-functional teams to streamline processes and enhance system functionality.
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Identify opportunities for automation and efficiency improvements.
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System Knowledge:
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Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.
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Collaborate with the technical team to stay updated on system enhancements and updates.
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Cross-functional collaboration:
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Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved
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Being a team player, understanding the business goals and having the drive to actualize the business goals within and outside the current skills one may possess.​
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Qualifications:
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A Bachelor's degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a related discipline.
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A minimum of 1-2 years of experience in customer Experience, preferably in a related industry.
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Proven track record in managing Customer expectations and building relationships.
Skills:
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Excellent communication skills, both verbal and written to effectively engage with customers and internal stakeholders.
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Strong interpersonal skills with the ability to empathize with customers, understand their needs, and provide appropriate solutions.
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Proficiency in CRM software and other relevant tools, for managing customer and client interactions, tracking progress, and maintaining accurate records.
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Technical aptitude and ability to quickly learn and understand complex software applications and technologies.
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Analytical mindset with the capability to gather and interpret data, identify trends, and derive actionable insights to enhance client success initiatives.
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Proactive approach to problem-solving and conflict resolution, with the ability to manage customers expectations and mitigate issues effectively.
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Flexibility and adaptability to work in a dynamic and fast-paced environment, including willingness to participate in out-of-hours support when required.
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Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
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Commitment to continuous learning and professional development, including staying updated on industry trends, best practices, and emerging technologies related to customer success and account management.
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Additional Requirements:
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Availability to work flexible hours, including evenings and weekends, to accommodate meetings, events, and customer engagements as needed.
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Commitment to compliance with company policies, including travel expense guidelines, promotional activities, and adherence to industry regulations.
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Benefits​​
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Great mission and company culture
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Impact work across the Healthcare sector
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Growth Opportunities
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Market Competitive Salary
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Health and Medical
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Savannah Informatics does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or expression. Savannah is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include but are not limited to, criminal history, national sex offender search, and motor vehicle history.
We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.