Global Escalation & Resolution Specialist

Xerox Philippines; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

Xerox Holdings Corporation in Cebu is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations across Supplies Management operations. You will investigate issues, coordinate actions, and keep stakeholders informed to maintain service levels and customer satisfaction.

You will collaborate with service desk, logistics, and cross-functional teams to analyze root causes, implement corrective actions, monitor trends, and support continuous improvement

Qualifications

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

Customer service

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Excel

Word

PowerPoint

Job description

Xerox Holdings Corporation in Cebu is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations across Supplies Management operations. You will investigate issues, coordinate actions, and keep stakeholders informed to maintain service levels and customer satisfaction.

You will collaborate with service desk, logistics, and cross-functional teams to analyze root causes, implement corrective actions, monitor trends, and support continuous improvement