Global Escalation Analyst - Process & Service Improvement

Xerox Philippines; Lapu-Lapu; On-site; PHP 350,000 - 520,000; Full time

Job summary

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

You will investigate issues, perform root-cause analysis, and implement corrective actions while monitoring incidents and recurring trends.

Qualifications

• Prior experience handling customer or partner escalations.
• Strong analytical and communication skills.
• Ability to coordinate with cross-functional teams.

Responsibilities

• Manage customer, partner, and internal escalations end-to-end.
• Conduct root-cause analysis and coordinate corrective actions.
• Monitor incidents and service level performance.
• Collaborate with service desk, logistics, and operations.
• Identify opportunities to improve service delivery.

Job description

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

You will investigate issues, perform root-cause analysis, and implement corrective actions while monitoring incidents and recurring trends.