Escalation Specialist (NA Shift)

Xerox Philippines; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist in Cebu City to manage escalations across supplies management, liaise with service delivery teams, and drive improvements in performance and customer satisfaction.

You will investigate issues, coordinate corrective actions, and analyze trends to prevent recurrence while working with global teams across functions and geographies. The role offers exposure to operations, logistics, and governance in a dynamic, hybrid workplace.

Qualifications

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

Responsibilities

• Manage escalations end-to-end with investigation and proactive stakeholder communication.
• Perform Root Cause Analysis and coordinate corrective and preventive actions.
• Monitor account activity, consumables usage, inventory levels, and trends to identify improvements.
• Review processes, support quality/compliance, and maintain documentation.
• Collaborate with service desk, account, logistics, and cross-functional teams to improve service delivery.

Skills

Root Cause Analysis

Analytical thinking

Communication

Stakeholder management

Prioritization

Customer service

Cross-functional collaboration

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

Job description

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview

The Escalation Specialist manages and resolves customer, partner, and internal business escalations related to Supplies Management operations. This role connects customers, service delivery teams, operations, logistics partners, and account stakeholders to support service levels, customer satisfaction, and operational objectives. You will investigate issues, perform root cause analysis, coordinate corrective actions, and identify opportunities to improve service delivery and prevent recurring issues.

Why Join This Team

• Collaborate with global teams and stakeholders across multiple functions and geographies.
• Contribute to continuous improvement initiatives that strengthen service delivery and customer satisfaction.
• Gain exposure to supplies management, logistics, service delivery, and operational processes.
• Develop experience across escalation management, process improvement, and operational analysis.
• Explore career progression opportunities based on your skills and desired career path.

What You Will Do

• 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.

What You Need to Succeed

• 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.

How We Set You Up for Success

• Work closely with Operations Managers, Operations Leads, Process Analysts, Service Desk teams, and other cross functional partners.
• Participate in operational reviews, team discussions, and continuous improvement initiatives.
• Build experience supporting customers, partners, suppliers, and internal stakeholders globally.
• Develop knowledge across customer specific processes, consumables management, quality, governance, and operational support.
• Build skills that can support future career opportunities based on your desired path and skill set.