Customer Operations & Service Delivery Specialist

Xerox Corporation; Cebu City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Xerox Corporation in Cebu City, Philippines is seeking a Customer Operations Specialist to manage and execute contracted managed services. You will collaborate with client contacts and Lexmark resources to ensure delivery per the SOW, maintain reports, resolve issues, and support client satisfaction.

You will work day-to-day on post-implementation services, monitor performance metrics against SLA, and provide input for continuous improvement while communicating effectively with customers and

Qualifications

• BA/BS/BBA in Business or equivalent.
• Six Sigma, Lean or TQM certification preferred.
• Project Management certification preferred.
• ITIL / ITSM experience; certification preferred.
• Weekly / Monthly SLA Reports and analyses.

Responsibilities

• Manage and execute steady state services as defined in a Managed Services Statement of Work for multiple accounts.
• Implement services and manage day-to-day operations of Post Implementation MPS Express Services.
• Maintain client communication via email or phone and active Client Action Log.
• Monitor and report on service performance metrics to fulfill contractual SLA.
• Collaborate with Lexmark teams and partners to support contractual requirements.
• Provide monthly Operations Reviews with the customer.

Skills

Customer interaction

Operations management

Communication

Analytical skills

Cross-functional teamwork

Problem solving

Education

BA/BS/BBA degree in Business

Project Management certification (preferred)

Six Sigma / Lean / TQM (preferred)

ITIL / ITSM experience (preferred)

Tools

MS Office

MS Visio

MS Access

Job description

Xerox Corporation in Cebu City, Philippines is seeking a Customer Operations Specialist to manage and execute contracted managed services. You will collaborate with client contacts and Lexmark resources to ensure delivery per the SOW, maintain reports, resolve issues, and support client satisfaction.

You will work day-to-day on post-implementation services, monitor performance metrics against SLA, and provide input for continuous improvement while communicating effectively with customers and