Client Engagement Specialist

About XR Global:  

Only XR Global empowers brands and agencies to streamline workflow and unify insights across every aspect of video advertising. We’ve transformed TV ad operations industry-wide into a highly efficient, cloud-based, connected ecosystem. Now with TV advertising racing at internet speed, we’re leading the industry. Welcome to true video convergence. 

But what we all have in common, what each of our 1,000+ team members in offices across the world share, is an all-encompassing drive to do whatever it takes to overcome any obstacle, to exceed expectations, and create fanatical advocates – within our clients and ourselves. 

XR Global is looking for individuals who want to make a difference. Our environment fosters growth and creativity, demands openness and client-focused delivery, and celebrates initiative and risk-taking.  

Opportunity: 

This is an exciting new opportunity at XR to join our team in the role of Customer Engagement Specialist (O2C) based in our Shared Service Center in Budapest. The ideal candidate will be responsible for resolving and preventing customer billing disputes by working cross-functionally with Billing, Collections, and Sales teams. They will act as the first point of contact for dispute cases, ensuring timely resolution, root cause identification, and customer satisfaction. 

Job Responsibilities: 

• Receive, log, and prioritize customer dispute cases (internal and external) 

• Investigate root causes by collaborating with Billing, Sales, and Customer Success teams 

• Communicate proactively with customers, providing status updates and expected resolution timelines 

• Escalate unresolved cases to Team Lead or Manager as appropriate 

• Document case resolutions and track trends to identify recurring issues 

• Recommend process improvements to reduce future disputes and enhance billing accuracy 

• Contribute to reporting on dispute volumes, resolution SLAs, and root cause categories 

• Partner with O2C and Sales teams to support credit release decisions and preserve revenue 

• Support ad hoc projects aimed at improving customer experience 

• Manage responsibilities with a regional scope, primarily focused on the United States, while occasionally supporting global customers 

Education & Professional Experience  

• Bachelor’s degree preferred (Business, Finance, or related field) 

• 3+years in O2C, AR, or customer service environment 

• Fluent English required 

• Experience interacting with US customers preferred 

Preferred Skills   

• Case management 

• Basic understanding of AR/Billing flows 

• ERP (SAP B1, NetSuite, or equivalent) 

• Ticketing or case management tools 

• Excel 

• Awareness of revenue recognition and credit policies 

• Escalate compliance or legal concerns appropriately 

In addition to other qualifications, the candidate must meet the following requirements: 

• Customer focus 

• Clear written and verbal communication 

• Negotiation skills 

• Root cause analysis 

• Collaboration 

• Flexibility to cover U.S. business hours during select periods (1-2 weeks per month); travel up to 5% 

• XR has 23 offices worldwide and teams spread throughout the US, EMEA and APAC, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal  

• It is our belief that the better we work together to help our clients achieve their goals, the more successful XR will be   

• Feedback from internal Employee Engagement Surveys cites the People, Teamwork and Flexibility as the most rewarding aspects of working at XR 

• We are a supportive and collaborative culture that values multiple perspectives, fresh thinking 

• XR celebrates diversity of ideas, people and experiences   

• Flexible work schedules and hybrid working arrangements create a rewarding work-life balance