Escalation & Process Improvement Specialist

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

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations in Cebu City.

You will investigate issues, perform root cause analysis, coordinate corrective actions, and liaise with service delivery, logistics, and account stakeholders to uphold service levels and drive continuous improvement.

This role offers exposure to global teams and ongoing process enhancements.

Qualifications

• Bachelor's degree in a related field or equivalent business experience.
• Minimum 2 years of experience in account management, escalation management, incident management, customer support, quality analysis, or operations.
• Experience conducting Root Cause Analysis and implementing corrective actions.
• Strong analytical, communication, and stakeholder management skills; Excel proficiency.

Responsibilities

• Manage escalations end-to-end with proactive stakeholder communication.
• Conduct Root Cause Analysis and coordinate corrective actions while monitoring incidents and priority requests against service level requirements.
• Monitor account activity, consumables usage, inventory levels, operational performance, and recurring trends to identify opportunities for improvement.
• Review processes, support quality and compliance activities, maintain operational documentation, and help implement process enhancements.
• Collaborate with service desk, account, logistics, supply chain, operations, and other cross functional teams to resolve issues and improve service delivery.

Skills

Root Cause Analysis

Analytical thinking

Stakeholder management

Communication

Excel proficiency

Education

Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations in Cebu City.

You will investigate issues, perform root cause analysis, coordinate corrective actions, and liaise with service delivery, logistics, and account stakeholders to uphold service levels and drive continuous improvement.

This role offers exposure to global teams and ongoing process enhancements.