Client Engagement Specialist
Hybrid · Budapest, Budapest, Hungary
Job Summary
Customer Engagement Specialist (O2C) based in Budapest, joining XR Global’s Shared Service Center. Responsible for resolving and preventing customer billing disputes by collaborating with Billing, Collections, and Sales, acting as the first point of contact for dispute cases, ensuring timely resolution, identifying root causes, and maintaining customer satisfaction. Key duties include logging and prioritizing dispute cases, investigating root causes with cross-functional teams, providing proactive status updates, escalating unresolved cases to leadership, documenting resolutions and identifying trends, recommending process improvements to reduce disputes and improve billing accuracy, contributing to reporting on dispute volumes and SLAs, supporting credit release decisions to preserve revenue, and assisting with ad hoc projects aimed at enhancing customer experience. The role has a regional scope focused on the United States with occasional global support, requires flexibility for US business hours, and offers a hybrid work arrangement within Budapest with global office presence.
Required Qualifications
- 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
- 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
- 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%
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