Job Description

Sherpa Kids Ireland provides fun, engaging, and safe Before-School, After-School and Holiday Programmes for children.

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

• Act as the first point of contact for parent queries via phone and email
• Handle both operational and financial queries professionally and accurately
• Resolve customer issues directly where possible, not simply triaging queries onwards
• Support parents with bookings, attendance updates, account queries, and service information
• Communicate clearly and confidently with customers during sensitive or challenging situations
• De-escalate complaints and manage customer fallout calmly and professionally
• Act as a positive ambassador for the business in all customer interactions

Operations & Administration

• Manage and monitor child attendance records accurately
• Ensure operational information is updated correctly across systems
• Apply company policies consistently while also using sound judgement and common sense
• Escalate issues appropriately where required
• Maintain accurate records and documentation

Financial & Systems Support

• Respond to parent billing and payment queries
• Support invoice and account-related administration
• Use Excel and internal systems confidently to manage data and reporting
• Assist with tracking operational and customer service metrics

Skills & Experience Required

• Previous experience in customer service or customer support roles
• Strong verbal and written communication skills
• Excellent phone and email manner and ability to build trust with parents
• Ability to remain calm under pressure and handle difficult conversations professionally
• Strong problem-solving skills with the ability to use initiative and common sense
• High attention to detail and organisational ability
• Comfortable working across multiple systems and tasks simultaneously
• Good working knowledge of Microsoft Excel
• Ability to interpret and apply company policies appropriately
• Experience in childcare, education, scheduling, or service operations is advantageous

Personal Attributes

• Empathetic and approachable
• Solutions-oriented mindset
• Resilient and composed in challenging situations
• Team player with a proactive attitude
• Professional and dependable
• Customer-first approach