Technical Escalation Specialist

Xerox Philippines; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Xerox Philippines is seeking an Escalation Specialist to join our team in the Philippines. The role focuses on managing and resolving escalations across customers, partners, and internal teams, ensuring service levels are met and customer satisfaction is maintained.

The position involves root cause analysis, coordinating corrective actions, and collaborating with service desk, logistics, and operations to improve service delivery and prevent recurring issues.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
• 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 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

Analytical thinking

Critical thinking

Prioritization

Communication

Customer service

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview

The Escalation Specialist manages and resolves customer, partner, and internal business escalations related to Supplies Management operations. This role connects customers, service delivery teams, operations, logistics partners, and account stakeholders to support service levels, customer satisfaction, and operational objectives. You will investigate issues, perform root cause analysis, coordinate corrective actions, and identify opportunities to improve service delivery and prevent recurring issues.

Why Join This Team

• Collaborate with global teams and stakeholders across multiple functions and geographies.
• Contribute to continuous improvement initiatives that strengthen service delivery and customer satisfaction.
• Gain exposure to supplies management, logistics, service delivery, and operational processes.
• Develop experience across escalation management, process improvement, and operational analysis.
• Explore career progression opportunities based on your skills and desired career path.

What You Will Do

• 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.

What You Need to Succeed

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, Information Technology, or a related field, or equivalent business experience.
• 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.

How You Set You Up for Success

• Work closely with Operations Managers, Operations Leads, Process Analysts, Service Desk teams, and other cross functional partners.
• Participate in operational reviews, team discussions, and continuous improvement initiatives.
• Build experience supporting customers, partners, suppliers, and internal stakeholders globally.
• Develop knowledge across customer specific processes, consumables management, quality, governance, and operational support.
• Build skills that can support future career opportunities based on your desired path and skill set.