Global Escalation Specialist - Ops & Process Improvement

Xerox Philippines; Cebu City; On-site; PHP 420,000 - 700,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist in Cebu City to manage and resolve escalations across supplies management operations. You will work with service delivery teams, logistics partners, and stakeholders to investigate issues, perform root cause analysis, and coordinate corrective actions to improve service levels.

The role requires a Bachelor's degree and at least 2 years in account or incident management, strong analytical and communication skills, and advanced MS Excel, Word,

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Minimum 2 years of experience in account management, escalation, or incident management.
• Experience with root cause analysis and corrective actions.
• Strong analytical, communication, and stakeholder management skills; MS Office proficiency.

Responsibilities

• Manage escalations end-to-end with proactive stakeholder communication.
• Perform root cause analysis and coordinate corrective actions while tracking SLAs.
• Monitor usage, trends, and operational metrics to spot improvement opportunities.
• Review processes and help implement quality and compliance improvements.
• Collaborate with service desk, logistics, and cross-functional teams to resolve issues.

Skills

Analytical skills

Communication

Customer service

Stakeholder management

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist in Cebu City to manage and resolve escalations across supplies management operations. You will work with service delivery teams, logistics partners, and stakeholders to investigate issues, perform root cause analysis, and coordinate corrective actions to improve service levels.

The role requires a Bachelor's degree and at least 2 years in account or incident management, strong analytical and communication skills, and advanced MS Excel, Word,