Global Escalation & Process Improvement Specialist

Xerox Corporation; Cebu City; On-site; PHP 350,000 - 480,000; Full time

Job summary

Xerox Corporation is seeking an Escalation Specialist in the Philippines to manage and resolve escalations across supplies management operations. You will connect customers, service delivery teams, logistics partners, and stakeholders, investigate issues, and drive corrective actions to improve service delivery and prevent recurring problems.

The role requires strong analytical abilities, experience in escalation or incident management, and collaboration with global teams.

Qualifications

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

Bachelor's degree

Escalation management

Root Cause Analysis

MS Excel

Communication

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Xerox Corporation is seeking an Escalation Specialist in the Philippines to manage and resolve escalations across supplies management operations. You will connect customers, service delivery teams, logistics partners, and stakeholders, investigate issues, and drive corrective actions to improve service delivery and prevent recurring problems.

The role requires strong analytical abilities, experience in escalation or incident management, and collaboration with global teams.