Escalation Resolution Specialist

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

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve complex customer, partner, and internal escalations within Consumables Management operations. You will conduct root cause analysis, drive corrective actions, and collaborate with Operations, Supply Chain, Logistics, Service Desk, and Account Teams to improve service delivery and customer satisfaction.

A Bachelor's degree and at least 2 years of experience in operations or incident management are required; hybrid/work

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 2 years of experience in operations or escalation management.
• Strong communication and stakeholder management skills.
• Demonstrated problem-solving and analytical capabilities.
• Experience handling operational issues and driving resolution.
• Collaborative and customer-focused mindset.
• Continuous improvement experience with examples.

Responsibilities

• Manage and resolve escalations from investigation through resolution.
• Perform root cause analysis and implement corrective actions.
• Ensure timely resolution and clear communications throughout the lifecycle.
• Monitor escalation trends and operational performance.
• Collaborate with Operations, Supply Chain, Logistics, Service Desk, and Account Teams.
• Support process improvements to prevent recurrence and maintain documentation.

Skills

Escalation Management

Incident Management

Root Cause Analysis

Continuous Improvement

Stakeholder Management

Data Analysis

Process Compliance

Quality Management

Inventory Management

Office Applications

Communication Skills

SLA Management

Power BI (preferred)

Power Automate

Power Apps

Education

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

Tools

Power BI

Power Automate

Power Apps

Excel

Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage and resolve complex customer, partner, and internal escalations within Consumables Management operations. You will conduct root cause analysis, drive corrective actions, and collaborate with Operations, Supply Chain, Logistics, Service Desk, and Account Teams to improve service delivery and customer satisfaction.

A Bachelor's degree and at least 2 years of experience in operations or incident management are required; hybrid/work