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Customer Service Support

Posted on June 3, 2026

  • Full Time

Customer Service Support job opportunity

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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

  • 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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