Global Escalation Specialist for Operations

Xerox; Cebu City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Xerox Holdings Corporation is hiring an Escalation Specialist to manage and resolve escalations across Supplies Management, coordinating with service delivery, logistics, and accounts teams.

The role requires a bachelor's degree and 2+ years in escalation or operations, with strong analytical and communication skills, plus advanced MS Office proficiency. This on-site position in Cebu City focuses on improving service delivery and customer satisfaction.

Qualifications

• Bachelor's degree or equivalent business experience in a related field.
• Minimum of 2 years in account/escalation/incident management or customer support.
• Experience conducting Root Cause Analysis and implementing corrective actions.

Responsibilities

• Manage escalations end-to-end with investigation, resolution, and proactive stakeholder communication.
• Perform root cause analysis and coordinate corrective and preventive actions while tracking incidents against SLAs.
• Monitor account activity, consumables usage, inventory levels, and trends to identify improvement opportunities.
• Review processes, support quality, maintain documentation, and help implement process enhancements.
• Collaborate with cross-functional teams to resolve issues and improve service delivery.

Skills

Analytical thinking

Critical thinking

Prioritization

Communication

Customer service

Stakeholder management

Education

Bachelor's degree in Business Administration, Supply Chain Management, Engineering, IT, or related field

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Xerox Holdings Corporation is hiring an Escalation Specialist to manage and resolve escalations across Supplies Management, coordinating with service delivery, logistics, and accounts teams.

The role requires a bachelor's degree and 2+ years in escalation or operations, with strong analytical and communication skills, plus advanced MS Office proficiency. This on-site position in Cebu City focuses on improving service delivery and customer satisfaction.