Company Description
Sherpa Kids Ireland provides fun, engaging, and safe Before-School, After-School and Holiday Programmes for children.
Job Description
We are seeking a highly organised and customer-focused Customer Service Support team member to act as a key point of contact for parents and schools across our services. This is a fast-paced, customer-facing role requiring strong communication skills, calm problem-solving ability, and confidence managing both operational and financial queries.
The successful candidate will always represent the business professionally, ensuring parent concerns are handled with empathy, efficiency, and a solutions-focused mindset.
Qualifications
Key Responsibilities
Customer Support & Parent Communication
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Act as the first point of contact for parent queries via phone and email
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Handle both operational and financial queries professionally and accurately
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Resolve customer issues directly where possible, not simply triaging queries onwards
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Support parents with bookings, attendance updates, account queries, and service information
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Communicate clearly and confidently with customers during sensitive or challenging situations
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De-escalate complaints and manage customer fallout calmly and professionally
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Act as a positive ambassador for the business in all customer interactions
Operations & Administration
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Manage and monitor child attendance records accurately
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Ensure operational information is updated correctly across systems
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Apply company policies consistently while also using sound judgement and common sense
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Escalate issues appropriately where required
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Maintain accurate records and documentation
Financial & Systems Support
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Respond to parent billing and payment queries
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Support invoice and account-related administration
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Use Excel and internal systems confidently to manage data and reporting
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Assist with tracking operational and customer service metrics
Skills & Experience Required
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Previous experience in customer service or customer support roles
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Strong verbal and written communication skills
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Excellent phone and email manner and ability to build trust with parents
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Ability to remain calm under pressure and handle difficult conversations professionally
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Strong problem-solving skills with the ability to use initiative and common sense
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High attention to detail and organisational ability
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Comfortable working across multiple systems and tasks simultaneously
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Good working knowledge of Microsoft Excel
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Ability to interpret and apply company policies appropriately
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Experience in childcare, education, scheduling, or service operations is advantageous
Personal Attributes
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Empathetic and approachable
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Solutions-oriented mindset
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Resilient and composed in challenging situations
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Team player with a proactive attitude
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Professional and dependable
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Customer-first approach
