Global Night-Shift Customer Care Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 312,000 - 469,000; Full time

Job summary

Xerox Philippines is seeking a Customer Care Specialist in Cebu to deliver professional support across phones, email, and chat channels. You will manage customer inquiries, coordinate with internal teams to resolve issues, and ensure timely, accurate service while contributing to a customer-focused, collaborative environment.

You will work with global teams, handle cases within SLA, document interactions, and follow up to ensure closure.

Qualifications

• Bachelor’s degree required.
• 3 years of customer service experience in a BPO or similar environment.
• Strong English communication skills, both written and verbal.
• Proficiency in Microsoft Office applications, including Excel.
• Experience in SLA-driven or high-volume environments.
• Analytical, problem-solving, and organizational skills.
• Ability to collaborate with cross-functional and global teams.
• Willingness to work a night shift schedule and weekends as needed.
• Experience with CRM, ticketing or case management systems is a plus.
• Background in order management, logistics, or process improvement is advantageous.

Responsibilities

• Provide timely and professional customer support via phone, email, and chat.
• Manage and track customer cases to ensure resolution within established service levels.
• Partner with internal teams to investigate and resolve customer concerns efficiently.
• Monitor ongoing requests and proactively follow up to ensure closure and satisfaction.
• Communicate updates, resolutions, and next steps clearly to customers.
• Handle escalated and complex customer issues with a solution-oriented approach.
• Maintain accurate records of customer interactions, transactions, and case activities.

Skills

Customer service

English proficiency

Analytical thinking

Organizational skills

Cross-functional collaboration

SLA-driven environments

CRM experience

Education

Bachelor’s degree

Tools

Microsoft Office Excel

CRM systems

Ticketing systems

Job description

Xerox Philippines is seeking a Customer Care Specialist in Cebu to deliver professional support across phones, email, and chat channels. You will manage customer inquiries, coordinate with internal teams to resolve issues, and ensure timely, accurate service while contributing to a customer-focused, collaborative environment.

You will work with global teams, handle cases within SLA, document interactions, and follow up to ensure closure.