Customer Service Support

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. 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