Global Escalation Specialist: Root Cause & Service Improvement

Xerox; Cebu City; Sur place; PHP 450 000 - 650 000; Plein temps

Résumé du poste

Xerox is seeking an Escalation Specialist in Cebu City, Philippines, to manage escalations across customers, partners, and internal teams. You will investigate, resolve, and communicate proactively to ensure service levels and customer satisfaction.

The role offers exposure to supplies management, logistics, and operational processes, with opportunities for growth through cross-functional collaboration and continuous improvement initiatives.

Qualifications

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

Responsabilités

• 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.

Connaissances

Root Cause Analysis

Analytical thinking

Prioritization

Communication

Customer service

Stakeholder management

Formation

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

Outils

Excel

Word

PowerPoint

Description du poste

Xerox is seeking an Escalation Specialist in Cebu City, Philippines, to manage escalations across customers, partners, and internal teams. You will investigate, resolve, and communicate proactively to ensure service levels and customer satisfaction.

The role offers exposure to supplies management, logistics, and operational processes, with opportunities for growth through cross-functional collaboration and continuous improvement initiatives.