{"id":103102,"date":"2026-07-22T10:02:04","date_gmt":"2026-07-22T10:02:04","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/customer-experience-analyst-job-savannah-informatics\/"},"modified":"2026-07-22T10:02:04","modified_gmt":"2026-07-22T10:02:04","slug":"customer-experience-analyst-job-savannah-informatics","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/customer-experience-analyst-job-savannah-informatics\/","title":{"rendered":"Customer Experience Analyst Job Savannah Informatics"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Customer Experience Analyst Job Savannah Informatics\", \"description\": \"Key Responsibilities\\nCustomer Support & Communication\\nServe as the first point of contact for customers by handling inbound calls, emails, and other support channels in a professional and timely manner.\\nMake outbound calls to follow up on customer inquiries, provide updates, gather additional information, and ensure timely issue resolution.\\nProvide first-level technical support by troubleshooting system-related issues and guiding customers through solutions.\\nResolve customer inquiries efficiently while maintaining a high standard of professionalism and empathy.\\nBuild positive customer relationships by delivering a consistently excellent support experience.\\nCase Management\\nLog, track, and manage customer support cases from initial contact through to resolution.\\nPrioritize customer issues based on urgency and business impact while meeting agreed service level expectations.\\nEscalate complex technical issues to the appropriate internal teams and follow up to ensure timely resolution.\\nKeep customers informed throughout the resolution process by providing timely updates and clear communication.\\nCustomer Experience\\nGather customer feedback during interactions and identify recurring issues, trends, and improvement opportunities.\\nMonitor customer satisfaction and contribute ideas that enhance the overall customer experience.\\nEnsure every customer interaction reflects Savannah Informatics\u2019 commitment to excellent service.\\nReporting & Documentation\\nAccurately document all customer interactions, issues, resolutions, and follow-up activities..\\nPrepare reports on customer issues, response times, recurring trends, and service performance.\\nContribute to maintaining and improving internal knowledge base articles and support documentation.\\nCross-functional Collaboration\\nWork closely with Product, Engineering, Implementation, and other internal teams to ensure customer issues are resolved effectively.\\nStay informed about product updates, new features, and system enhancements to provide accurate customer support.\\nShare customer insights and feedback with relevant teams to support continuous product and service improvements.\\nContinuous Improvement\\nIdentify opportunities to improve support processes, workflows, and service delivery.\\nDemonstrate ownership, accountability, and a customer-first mindset in every interaction.\\nBe a collaborative team player who contributes to achieving departmental and organizational goals.\\nQualifications\\nEducation\\nBachelor\u2019s degree in Business Administration, Marketing, Communications, Economics, Information Technology, or a related field.\\nTechnical Knowledge\\nBasic technical understanding of software systems and the ability to troubleshoot common system issues.\\nExperience working with healthcare systems or digital health platforms is an added advantage.\\nExperience & Skills\\nExcellent verbal and written communication skills with a professional telephone manner.\\nStrong customer service orientation with a genuine passion for helping customers.\\nExperience handling inbound and outbound customer calls in a customer support, contact centre, service desk, or customer success environment is an added advantage.\\nStrong problem-solving and analytical skills with the ability to identify issues and recommend effective solutions.\\nExcellent organizational and time management skills, with the ability to manage multiple customer cases simultaneously.\\nAbility to remain calm and professional while handling challenging customer situations.\\nHigh attention to detail and accuracy in documenting customer interactions.\\nProficiency in using customer support or CRM systems is an added advantage.\\nAbility to work collaboratively with cross-functional teams in a fast-paced environment.\\nWillingness to learn new technologies and continuously improve technical knowledge.\", \"datePosted\": \"2026-07-22\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Savannah Informatics\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-05T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Savannah Informatics<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-05<\/p>\n<h3>Job Description<\/h3>\n<p>Key Responsibilities<br \/>Customer Support &#038; Communication<br \/>Serve as the first point of contact for customers by handling inbound calls, emails, and other support channels in a professional and timely manner.<br \/>Make outbound calls to follow up on customer inquiries, provide updates, gather additional information, and ensure timely issue resolution.<br \/>Provide first-level technical support by troubleshooting system-related issues and guiding customers through solutions.<br \/>Resolve customer inquiries efficiently while maintaining a high standard of professionalism and empathy.<br \/>Build positive customer relationships by delivering a consistently excellent support experience.<br \/>Case Management<br \/>Log, track, and manage customer support cases from initial contact through to resolution.<br \/>Prioritize customer issues based on urgency and business impact while meeting agreed service level expectations.<br \/>Escalate complex technical issues to the appropriate internal teams and follow up to ensure timely resolution.<br \/>Keep customers informed throughout the resolution process by providing timely updates and clear communication.<br \/>Customer Experience<br \/>Gather customer feedback during interactions and identify recurring issues, trends, and improvement opportunities.<br \/>Monitor customer satisfaction and contribute ideas that enhance the overall customer experience.<br \/>Ensure every customer interaction reflects Savannah Informatics\u2019 commitment to excellent service.<br \/>Reporting &#038; Documentation<br \/>Accurately document all customer interactions, issues, resolutions, and follow-up activities..<br \/>Prepare reports on customer issues, response times, recurring trends, and service performance.<br \/>Contribute to maintaining and improving internal knowledge base articles and support documentation.<br \/>Cross-functional Collaboration<br \/>Work closely with Product, Engineering, Implementation, and other internal teams to ensure customer issues are resolved effectively.<br \/>Stay informed about product updates, new features, and system enhancements to provide accurate customer support.<br \/>Share customer insights and feedback with relevant teams to support continuous product and service improvements.<br \/>Continuous Improvement<br \/>Identify opportunities to improve support processes, workflows, and service delivery.<br \/>Demonstrate ownership, accountability, and a customer-first mindset in every interaction.<br \/>Be a collaborative team player who contributes to achieving departmental and organizational goals.<br \/>Qualifications<br \/>Education<br \/>Bachelor\u2019s degree in Business Administration, Marketing, Communications, Economics, Information Technology, or a related field.<br \/>Technical Knowledge<br \/>Basic technical understanding of software systems and the ability to troubleshoot common system issues.<br \/>Experience working with healthcare systems or digital health platforms is an added advantage.<br \/>Experience &#038; Skills<br \/>Excellent verbal and written communication skills with a professional telephone manner.<br \/>Strong customer service orientation with a genuine passion for helping customers.<br \/>Experience handling inbound and outbound customer calls in a customer support, contact centre, service desk, or customer success environment is an added advantage.<br \/>Strong problem-solving and analytical skills with the ability to identify issues and recommend effective solutions.<br \/>Excellent organizational and time management skills, with the ability to manage multiple customer cases simultaneously.<br \/>Ability to remain calm and professional while handling challenging customer situations.<br \/>High attention to detail and accuracy in documenting customer interactions.<br \/>Proficiency in using customer support or CRM systems is an added advantage.<br \/>Ability to work collaboratively with cross-functional teams in a fast-paced environment.<br \/>Willingness to learn new technologies and continuously improve technical knowledge.<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Savannah Informatics on www.savannahinformatics.com to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1285395\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-05 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Savannah Informatics Location: Nairobi Job Type: Full Time Apply Before: 2026-08-05 Job Description Key ResponsibilitiesCustomer Support &#038; CommunicationServe 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, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[1425,1413,1412,1513],"class_list":["post-103102","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time","tag-job-listing","tag-myjobmag","tag-savannah-informatics"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/103102","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=103102"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/103102\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=103102"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=103102"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=103102"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}