EMEA Escalation Specialist: Root Cause & Resolution

Xerox Philippines; Lapu-Lapu; On-site; PHP 600,000 - 900,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage complex customer and partner escalations within Consumables Management. The role involves root cause analysis, coordinating with cross-functional teams, and driving process improvements to enhance service delivery and customer satisfaction.

The position requires a Bachelor’s degree and 2+ years in operations or escalation management, with strong communication and stakeholder management skills.

Qualifications

• Bachelor's degree required.
• Minimum 2 years in Operations, Customer Support, Incident/Escalation Management, Quality, or related fields.
• Experience in BPO, Shared Services, Manufacturing, Logistics, or Supply Chain is advantageous.

Responsibilities

• Manage and resolve escalations from investigation through resolution.
• Perform root cause analysis and implement corrective actions.
• Ensure timely resolution and communication throughout escalation lifecycle.
• Monitor operational performance and identify escalation trends.
• Collaborate with Operations, Supply Chain, Logistics, Service Desk, and Account Teams.
• Recommend and support process improvements to prevent recurrence.
• Maintain process documentation, compliance standards, and quality requirements.
• Provide operational insights to improve service delivery.

Skills

Escalation management

Root cause analysis

Continuous improvement

Stakeholder management

Data analysis

Process compliance

Quality management

Inventory management

Strong communication

Education

Bachelor's degree

Tools

Power BI

Power Automate

Power Apps

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage complex customer and partner escalations within Consumables Management. The role involves root cause analysis, coordinating with cross-functional teams, and driving process improvements to enhance service delivery and customer satisfaction.

The position requires a Bachelor’s degree and 2+ years in operations or escalation management, with strong communication and stakeholder management skills.