Escalation & Continuous Improvement Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 480,000 - 720,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve complex customer, partner, and internal escalations within Consumables Management. You will perform root cause analysis and drive corrective actions across Operations, Supply Chain, Logistics, Service Desk, and Account Teams.

The role requires a Bachelor's degree and at least 2 years in operations or customer support, with strong communication, data analysis, and a continuous improvement mindset.

Qualifications

• Bachelor's degree required.
• Minimum 2 years of relevant experience.
• Experience in Operations, Customer Support, Incident/Escalation Management or Quality.
• Advantage: experience in BPO/shared services/logistics or supply chain.
• Strong communication and stakeholder management skills.

Responsibilities

• Manage and resolve escalations from investigation through resolution.
• Perform root cause analysis and implement corrective actions.
• Ensure timely communication throughout the escalation lifecycle.
• Monitor 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 and quality standards.
• Provide operational insights to improve service delivery.

Skills

Escalation and Incident Management

Root Cause Analysis and Problem Soling

Continuous Improvement

Stakeholder and Customer Management

Data Analysis and Reporting

Process Compliance and Quality Mgmt

Inventory and Consumables Management

Microsoft Office Applications

Strong Communication and Collaboration

Manage Multiple Priorities in SLA

Power BI/Power Platform (preferred)

Education

Bachelor's Degree in Business, Industrial Engineering, Supply Chain, IT, Engineering, or related field

Tools

Power BI

Power Automate

Power Apps

Microsoft Office

Job description

Xerox Philippines is seeking an Escalation Specialist to manage and resolve complex customer, partner, and internal escalations within Consumables Management. You will perform root cause analysis and drive corrective actions across Operations, Supply Chain, Logistics, Service Desk, and Account Teams.

The role requires a Bachelor's degree and at least 2 years in operations or customer support, with strong communication, data analysis, and a continuous improvement mindset.