Global Escalation Specialist - Service Delivery & Ops

Xerox Philippines; Cebu City; On-site; PHP 350,000 - 520,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve customer, partner, and internal escalations within Supplies Management operations. You will connect customers with service delivery teams, operations, logistics partners, and account stakeholders to protect service levels and satisfaction.

Responsibilities include root cause analysis, corrective actions, monitoring incidents against SLAs, and collaborating with cross-functional teams to drive improvements and prevent

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or equivalent.
• 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 level requirements.
• Monitor account activity, consumables usage, inventory levels, operational performance, and recurring trends to identify improvement opportunities.
• 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 cross-functional teams to resolve issues and improve service delivery.

Skills

Analytical skills

Critical thinking

Prioritization

Communication

Customer service

Stakeholder management

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Supply Chain Management

Bachelor’s degree in Engineering

Bachelor’s degree in Information Technology

Equivalent business experience

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 within Supplies Management operations. You will connect customers with service delivery teams, operations, logistics partners, and account stakeholders to protect service levels and satisfaction.

Responsibilities include root cause analysis, corrective actions, monitoring incidents against SLAs, and collaborating with cross-functional teams to drive improvements and prevent