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