Global Escalation & Process Improvement Specialist

Xerox Corporation; Cebu City; On-site; PHP 450,000 - 650,000; Full time

Job summary

Xerox Holdings Corporation in Cebu City is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations. You will investigate issues, perform root cause analysis, and coordinate corrective actions to improve service delivery and customer satisfaction.

Join a global, cross-functional team and contribute to continuous improvement initiatives, operational analysis, and governance across multiple regions and stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or 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

Critical thinking

Communication

Customer service

Stakeholder management

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Xerox Holdings Corporation in Cebu City is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations. You will investigate issues, perform root cause analysis, and coordinate corrective actions to improve service delivery and customer satisfaction.

Join a global, cross-functional team and contribute to continuous improvement initiatives, operational analysis, and governance across multiple regions and stakeholders.