General Information

City
Cebu, Cebu City, Lapu-Lapu City, Mandaue City
State/Province
Central Visayas (Region VII)
Country
Philippines
Date
Thursday, July 9, 2026
Working time
Full-time
Ref#
20040290
Job Level
Individual Contributor
Job Type
Experienced
Seniority Level
Associate

Description & Requirements

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.

Role Summary
The Break Fix Management Specialist is responsible for monitoring and managing Break Fix Work Orders (WO) and Sales Orders (SO) to ensure customer Service Level Agreements (SLAs) are met. The role works closely with internal teams, service partners, and stakeholders to resolve service and fulfillment issues, provide timely updates, and support customer satisfaction. The position supports North America operations and requires strong communication, problem-solving, and customer service skills. 

Functional / Technical Competencies
  • Customer Service and Stakeholder Management
  • Work Order and Sales Order Management
  • SLA Monitoring and Compliance
  • Microsoft Excel (Basic to Intermediate)
  • Problem Solving and Critical Thinking
  • Operational Reporting and Documentation
  • Written and Verbal Communication

Key Responsibilities
  • Monitor and manage Break Fix Work Orders (WO) and Sales Orders (SO).
  • Execute interventions to prevent service delays and SLA misses.
  • Investigate and resolve order exceptions and fulfillment issues.
  • Coordinate with internal teams and external partners to expedite issue resolution.
  • Maintain accurate system documentation, updates, and reporting.
  • Respond to customer and stakeholder inquiries in a timely manner.
  • Support process improvement and operational initiatives.

Key Outputs / Tangible Results
  • Achievement of SLA targets.
  • Timely resolution of service and order exceptions.
  • Accurate reporting and documentation.
  • Improved customer and stakeholder satisfaction.
  • Compliance with operational processes and standards.

Relevant Credentials
  • Bachelor's Degree required.
  • Customer service, operations, business, or related field preferred.
  • Experience in BPO, shared services, or customer operations environment preferred.

Must Haves
  • Bachelor's Degree holder.
  • Minimum of two (2) years of customer service, BPO, or related operational experience.
  • Previous experience working a night shift schedule.
  • Strong written and verbal English communication skills.
  • Basic to intermediate Microsoft Excel skills.
  • Strong customer service, problem-solving, and organizational skills.

Nice to Haves
  • Experience supporting North America customers or stakeholders.
  • Experience in Order Management, Service Delivery, Logistics, or Break Fix operations.
  • Experience with D365, Siebel, ServiceNow, or similar business systems.
  • Leadership exposure or demonstrated leadership potential.

Role Considerations
  • Location: Cebu City
  • Work Setup: On-site
  • Work Schedule: Night Shift, shifting schedule with start times between 8:00 PM and 11:00 PM

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