Global Escalation & Process Improvement Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 420,000 - 620,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations related to Supplies Management operations. You will coordinate with service delivery, logistics, and account stakeholders to meet service levels and customer satisfaction.

The role involves root cause analysis, corrective actions, and monitoring trends to prevent recurrences, with opportunities to improve processes and collaborate across global teams.

Qualifications

• Bachelor's degree or equivalent business experience in a related field.
• Minimum 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

Analytical thinking

Communication

Stakeholder management

Prioritization

Customer service

Education

Bachelor's degree in Business Administration / Supply Chain Management / Engineering / Information Technology

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations related to Supplies Management operations. You will coordinate with service delivery, logistics, and account stakeholders to meet service levels and customer satisfaction.

The role involves root cause analysis, corrective actions, and monitoring trends to prevent recurrences, with opportunities to improve processes and collaborate across global teams.