Customer Experience Analyst at Savannah Informatics

Customer Experience Analyst at Savannah Informatics – Savannah Informatics Kenya Job Details

Customer Support:

• Provide technical support to customers by troubleshooting system-related issues.
• Ensure prompt and effective resolution of customer inquiries and concerns.

Reporting and Documentation:

• Prepare reports and documentation on customer feedback and system performance.
• Maintain detailed records of customer interactions and solutions provided.

Customer Data Analysis:

• Collect and analyze customer data to identify trends, preferences, and pain points.
• Use data-driven insights to recommend improvements to enhance the overall customer experience.

Feedback Management:

• Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.
• Escalate technical issues to the appropriate teams for resolution.

Process Improvement:

• Collaborate with cross-functional teams to streamline processes and enhance system functionality.
• Identify opportunities for automation and efficiency improvements.

System Knowledge:

• Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.
• Collaborate with the technical team to stay updated on system enhancements and updates.

Cross-functional collaboration: 

• Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved
•  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.

Qualifications:

• A Bachelor’s degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a related discipline.
• A minimum of 1-2 years of experience in customer Experience, preferably in a related industry.
• Proven track record in managing Customer expectations and building relationships.

Skills:

• Excellent communication skills, both verbal and written to effectively engage with customers and internal stakeholders.
• Strong interpersonal skills with the ability to empathize with customers, understand their needs, and provide appropriate solutions.
• Proficiency in CRM software and other relevant tools, for managing customer and client  interactions, tracking progress, and maintaining accurate records.
• Technical aptitude and ability to quickly learn and understand complex software applications and technologies.
• Analytical mindset with the capability to gather and interpret data, identify trends, and derive actionable insights to enhance client success initiatives.
• Proactive approach to problem-solving and conflict resolution, with the ability to manage customers expectations and mitigate issues effectively.
• Flexibility and adaptability to work in a dynamic and fast-paced environment, including willingness to participate in out-of-hours support when required.
• Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
• 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.