Escalation & Operations Excellence Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 420,000 - 640,000; Full time

Job summary

The Xerox Holdings Corporation is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations. You will coordinate with service delivery teams, logistics partners, and account stakeholders to ensure service levels and customer satisfaction.

Responsibilities include end-to-end investigation, root cause analysis, corrective actions, and proactive communication.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Minimum 2 years in relevant roles.
• Experience conducting Root Cause Analysis and implementing corrective actions.
• Strong analytical and stakeholder management skills.
• Advanced knowledge of Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Manage escalations end to end with proactive stakeholder communication.
• Conduct Root Cause Analysis and coordinate corrective actions.
• Monitor account activity, consumables usage, and inventory levels.
• Review processes and support quality and governance activities.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.

Skills

Account management

Escalation management

Incident management

Customer support

Quality analysis

Operations

Education

Bachelor's degree or equivalent

Job description

The Xerox Holdings Corporation is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations. You will coordinate with service delivery teams, logistics partners, and account stakeholders to ensure service levels and customer satisfaction.

Responsibilities include end-to-end investigation, root cause analysis, corrective actions, and proactive communication.