Customer Experience Analyst Job Vacancy in Keren, Eritrea – Telecommunications

Customer
Keren
September 27, 2026
Full Time
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Job Description

Position: Customer Experience Analyst

Company: EriTel

Location: Keren, Eritrea

Experience: 2-4 years in customer service, data analysis, or related fields

Education: Bachelor’s degree in Business Administration, Marketing, Statistics, or related discipline

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 150,000 – SSP 250,000 per month

Vacancies:1

Company Overview

EriTel is the leading telecommunications provider in Eritrea, delivering mobile, fixed‑line, and broadband services to millions of customers across the nation. Established in the early 2000s, the company has expanded its network to remote regions, supporting digital inclusion and economic growth. With a commitment to innovation, EriTel invests heavily in 4G infrastructure, fiber optics, and customer‑centric solutions. The organization prides itself on fostering local talent, promoting sustainable practices, and contributing to community development projects. As a major employer, EriTel offers diverse career pathways and is recognized for its dynamic workplace culture, making it a top choice for professionals seeking impactful roles in the telecommunications sector of Eritrea.

Job Overview

The Customer Experience Analyst will play a pivotal role in shaping how EriTel interacts with its subscribers, turning data into actionable insights that enhance satisfaction and loyalty. This position involves analyzing customer feedback, call center metrics, and digital interaction logs to identify trends, pain points, and opportunities for service improvement. The analyst will collaborate with cross‑functional teams, including marketing, product development, and IT, to design and implement strategies that drive positive experiences. Candidates will also support the creation of dashboards and reports for senior leadership. For more information about EriTel’s mission and values, visit the official site at https://eritreajobsearch.com/. This role is central to EriTel’s commitment to hiring in Eritrea and advancing career opportunities in Eritrea.

Key Responsibilities

  • Collect and analyze customer interaction data from multiple channels, including voice, SMS, and online platforms.
  • Develop and maintain performance dashboards that track key satisfaction metrics such as Net Promoter Score (NPS) and First Call Resolution.
  • Identify recurring issues and recommend process improvements to reduce churn and increase retention.
  • Collaborate with product and marketing teams to align service enhancements with customer expectations.
  • Prepare detailed reports and presentations for senior management, highlighting insights and actionable recommendations.
  • Support the design and execution of customer surveys and focus groups.
  • Monitor industry trends and benchmark EriTel’s performance against regional competitors.

Required Skills

  • Strong analytical abilities with proficiency in Excel, SQL, or data visualization tools (e.g., Power BI, Tableau).
  • Excellent written and verbal communication skills in English and Tigrinya.
  • Ability to translate complex data into clear, concise business recommendations.
  • Customer‑focused mindset with a passion for improving service quality.
  • Experience working in a telecom or related fast‑paced environment is advantageous.
  • Team player who can collaborate across departments and influence stakeholders.

Education

A bachelor’s degree in Business Administration, Marketing, Statistics, Economics, or a related field is required. Candidates with additional certifications in data analytics, such as Google Data Analytics or Microsoft Certified: Data Analyst Associate, will be given preference.

Experience

Applicants should have 2 to 4 years of professional experience in customer service analytics, market research, or a similar role. Experience with telecom data sets, call center operations, or digital customer journeys is highly valued.

Salary

The position offers a competitive salary range of SSP 150,000 to SSP 250,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and annual salary reviews are part of the compensation package, reflecting EriTel’s dedication to rewarding talent.

Benefits

  • Health insurance coverage for employee and dependents.
  • Paid annual leave and public holidays in accordance with Eritrean labor law.
  • Retirement savings plan with employer contributions.
  • Employee assistance program and wellness initiatives.
  • Opportunities for international exposure through regional projects.

Training

  • On‑boarding program covering EriTel’s systems, culture, and compliance.
  • Continuous professional development workshops in data analytics and customer experience management.
  • Access to online learning platforms for skill enhancement.
  • Mentorship program pairing new hires with senior analysts.

Working Environment

EriTel’s Keren office provides a modern, collaborative workspace equipped with high‑speed internet, meeting rooms, and a comfortable break area. The company promotes a balanced work‑life culture, encouraging flexible working hours where operational needs allow. Employees benefit from a supportive team atmosphere and regular social events that foster camaraderie.

Application Process

Interested candidates should submit their application through the EriTel careers portal. The process includes an online questionnaire, a technical assessment, and two interview stages—one with the hiring manager and another with the department head. Successful applicants will be notified within two weeks of the interview.

Equal Opportunity Statement

EriTel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, or disability. Our hiring practices reflect our dedication to fairness and the promotion of equal employment opportunities in Eritrea.