Managed Services: Customer Operations Specialist

Xerox; Cebu City; On-site; PHP 420,000 - 720,000; Full time

Job summary

Xerox is hiring a Customer Operations Specialist in Cebu City, Philippines. In this role you will manage daily Managed Services operations across customer accounts, coordinate with internal teams and partners, and ensure service levels are met.

You will analyze performance metrics, prepare reports, and support contract changes while maintaining clear communication with customers. A BA/BS/BBA and 4+ years in operations are required to deliver high-quality service.

Qualifications

• BA, BS, or BBA degree in Business, or equivalent experience
• 4 or more years of experience in operations or service delivery with responsibility for customer satisfaction and service-level attainment
• Experience working directly with business customers and collaborating with multidisciplinary teams
• Ability to interpret Statements of Work, understand contractual requirements, and support contract changes or minor amendments
• Strong analytical, problem-solving, reporting, presentation, and Microsoft Office skills with the ability to manage multiple priorities

Responsibilities

• Manage day-to-day Managed Services operations, including hardware orders, device changes, issue resolution, consumables, inventory, and install-base accuracy
• Monitor service performance and contractual SLAs, manage escalations, and coordinate resolution with internal teams and third-party partners
• Prepare and present operational reports, performance metrics, action plans, and monthly customer operations reviews
• Analyze operational data, consumable reconciliation, and service trends to support customer experience, operational performance, and revenue recovery
• Maintain customer communications, support minor contract amendments, and help ensure services align with applicable contractual requirements and business processes

Skills

Operations management

Customer service

Contract interpretation

Data analysis

MS Office

Education

BA/BS/BBA in Business

Tools

Microsoft Office

Job description

Xerox is hiring a Customer Operations Specialist in Cebu City, Philippines. In this role you will manage daily Managed Services operations across customer accounts, coordinate with internal teams and partners, and ensure service levels are met.

You will analyze performance metrics, prepare reports, and support contract changes while maintaining clear communication with customers. A BA/BS/BBA and 4+ years in operations are required to deliver high-quality service.