Escalation & Service Delivery Specialist

Xerox Corporation; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Xerox Corporation is seeking an Escalation Specialist in Cebu City to manage and resolve escalations across Supplies Management. You will coordinate with customers, service delivery teams, operations, and logistics to uphold service levels and customer satisfaction.

The role emphasizes root cause analysis, corrective actions, and ongoing process improvements to prevent recurrence and drive operational excellence. A relevant degree and at least two years of related experience are preferred.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
• Minimum of 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, critical thinking, prioritization, communication, customer service, and stakeholder management skills.
• Advanced knowledge of Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Manage customer, partner, and internal escalations through end to end investigation, resolution, and proactive stakeholder communication.
• Conduct root cause analysis and coordinate corrective and preventive 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

Stakeholder management

Analytical thinking

Communication skills

Excel

Education

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

Tools

Microsoft Excel

PowerPoint

Word

Job description

Xerox Corporation is seeking an Escalation Specialist in Cebu City to manage and resolve escalations across Supplies Management. You will coordinate with customers, service delivery teams, operations, and logistics to uphold service levels and customer satisfaction.

The role emphasizes root cause analysis, corrective actions, and ongoing process improvements to prevent recurrence and drive operational excellence. A relevant degree and at least two years of related experience are preferred.