Global Service Escalation Analyst

Xerox Philippines; Lapu-Lapu; On-site; PHP 420,000 - 840,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to manage and resolve escalations across Supplies Management operations. You will liaise with customers, service delivery teams, logistics partners, and account stakeholders to safeguard service levels and satisfaction.

You will investigate issues, perform root cause analysis, coordinate corrective actions, monitor trends, and help implement process improvements to prevent recurrence.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• Minimum of 2 years in account management, escalation management, incident management, customer support, quality analysis, or operations.
• Experience conducting root cause analysis and implementing corrective actions.
• Strong analytical, communication, prioritization, and stakeholder management skills.
• Advanced knowledge of Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Manage escalations end-to-end with 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.

Skills

Root Cause Analysis

Stakeholder Management

Analytical Thinking

Communication

Customer Service

Prioritization

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

Xerox Philippines is seeking an Escalation Specialist to manage and resolve escalations across Supplies Management operations. You will liaise with customers, service delivery teams, logistics partners, and account stakeholders to safeguard service levels and satisfaction.

You will investigate issues, perform root cause analysis, coordinate corrective actions, monitor trends, and help implement process improvements to prevent recurrence.