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Customer Service Support
Posted on June 3, 2026
- Kinsale, Ireland
- 0 - 0 USD (yearly)
- Full Time
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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
- 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
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