Global Escalation & Operations Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 446,000 - 670,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage customer, partner, and internal escalations within Supplies Management operations. You will investigate issues, coordinate corrective actions, and ensure service levels are met.

You will collaborate with global teams, perform root cause analysis, monitor trends, and contribute to process improvements, ensuring customer satisfaction and operational excellence across cross-functional teams.

Qualifications

• Bachelor's degree or equivalent business experience.
• Minimum of 2 years 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.

Responsibilities

• Manage escalations end-to-end with root cause analysis.
• Coordinate corrective and preventive actions while monitoring SLA.
• Monitor account activity, consumables usage, inventory levels and trends.
• Review processes and support quality and compliance activities.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.

Skills

Analytical thinking

Prioritization

Communication

Stakeholder management

Customer service

Root cause analysis

Education

Bachelor's degree or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage customer, partner, and internal escalations within Supplies Management operations. You will investigate issues, coordinate corrective actions, and ensure service levels are met.

You will collaborate with global teams, perform root cause analysis, monitor trends, and contribute to process improvements, ensuring customer satisfaction and operational excellence across cross-functional teams.