Customer Care Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 312,000 - 469,000; Full time

Job summary

Xerox Philippines is seeking a Customer Care Specialist in Cebu to deliver professional support across phones, email, and chat channels. You will manage customer inquiries, coordinate with internal teams to resolve issues, and ensure timely, accurate service while contributing to a customer-focused, collaborative environment.

You will work with global teams, handle cases within SLA, document interactions, and follow up to ensure closure.

Qualifications

• Bachelor’s degree required.
• 3 years of customer service experience in a BPO or similar environment.
• Strong English communication skills, both written and verbal.
• Proficiency in Microsoft Office applications, including Excel.
• Experience in SLA-driven or high-volume environments.
• Analytical, problem-solving, and organizational skills.
• Ability to collaborate with cross-functional and global teams.
• Willingness to work a night shift schedule and weekends as needed.
• Experience with CRM, ticketing or case management systems is a plus.
• Background in order management, logistics, or process improvement is advantageous.

Responsibilities

• Provide timely and professional customer support via phone, email, and chat.
• Manage and track customer cases to ensure resolution within established service levels.
• Partner with internal teams to investigate and resolve customer concerns efficiently.
• Monitor ongoing requests and proactively follow up to ensure closure and satisfaction.
• Communicate updates, resolutions, and next steps clearly to customers.
• Handle escalated and complex customer issues with a solution-oriented approach.
• Maintain accurate records of customer interactions, transactions, and case activities.

Skills

Customer service

English proficiency

Analytical thinking

Organizational skills

Cross-functional collaboration

SLA-driven environments

CRM experience

Education

Bachelor’s degree

Tools

Microsoft Office Excel

CRM systems

Ticketing systems

Job description

Job Description:

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview

Join Xerox as a Customer Care Specialist, where you will deliver exceptional customer support across phones, email, and chat channels. In this role, you will manage customer inquiries, coordinate with internal teams to resolve issues, and ensure timely, accurate, and professional service while contributing to a customer-focused and collaborative environment.

Why Join This Team

• Work with global customers and cross-functional teams in a dynamic, fast-paced environment.
• Gain exposure to customer care, case management, and business operations processes.
• Build expertise in customer support, problem-solving, and issue resolution.
• Develop professionally within a collaborative and supportive team environment.
• Be part of an organization committed to delivering excellent customer experiences.

What You Will Do

• Provide timely and professional customer support via phone, email, and chat.
• Manage and track customer cases to ensure resolution within established service levels.
• Partner with internal teams to investigate and resolve customer concerns efficiently.
• Monitor ongoing requests and proactively follow up to ensure closure and customer satisfaction.
• Communicate updates, resolutions, and next steps clearly and professionally to customers.
• Handle escalated and complex customer issues with a solution-oriented approach.
• Maintain accurate records of customer interactions, transactions, and case activities.

What You Need to Succeed

• Bachelor’s degree required.
• Minimum of 3 years of customer service experience, preferably within a BPO, shared services, or similar environment.
• Strong English communication skills, both written and verbal.
• Proficiency in Microsoft Office applications, including Excel.
• Experience working in SLA-driven or high-volume customer service environments.
• Strong analytical, problem-solving, and organizational skills.
• Ability to collaborate effectively with cross-functional and global teams.
• Willingness to work a night shift schedule and weekends as business needs require.
• Experience with CRM, ticketing, or case management systems is a plus.
• Background in order management, logistics, supply chain, or process improvement initiatives such as Lean or Six Sigma is an advantage.

How We Set You Up for Success

• Opportunities to develop expertise in customer support, case management, and issue resolution.
• Exposure to global teams, customers, and business operations processes.
• Collaborative environment that encourages continuous learning and knowledge sharing.
• Opportunities to contribute to process improvements and customer experience initiatives.
• Full onsite work environment at Lexmark Plaza 1, Cebu, with a night shift schedule (9:00 PM ± 2 hours).