Global Escalation & Process Improvement Specialist

Xerox Philippines; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to join our global team. You will manage customer, partner, and internal escalations, conducting root cause analysis and coordinating corrective actions with service delivery and operations teams.

You will monitor trends, support quality and compliance activities, and collaborate across service desk, logistics, and supply chain to improve service delivery. A data-driven, collaborative mindset is essential.

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

Analytical thinking

Prioritization

Communication

Customer service

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to join our global team. You will manage customer, partner, and internal escalations, conducting root cause analysis and coordinating corrective actions with service delivery and operations teams.

You will monitor trends, support quality and compliance activities, and collaborate across service desk, logistics, and supply chain to improve service delivery. A data-driven, collaborative mindset is essential.