I need a bilingual customer-service professional who can switch effortlessly between English and Dutch while speaking with our users. Your core responsibility is to pick up incoming calls, resolve technical-support questions, and manage billing or payment issues without having to escalate every minor point. Clear documentation of each interaction in our Help Desk system will keep the rest of the team in the loop and allow us to track resolution times. Because most tickets come through the phone line, a confident, upbeat telephone manner is essential. You should also be comfortable following up by email when extra details or confirmations are required, but voice support remains the priority. Familiarity with common CRM or ticketing tools (Zendesk, Freshdesk, Intercom, etc.) will help you hit the ground running, and I’ll provide product-specific knowledge articles during onboarding. I measure success by first-call resolution rate, accurate billing adjustments, and concise case notes; meet those benchmarks consistently and the engagement will be long-term.