Global Escalation & Process Improvement Specialist

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

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.