Job Description
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
