CustomerServiceSupport

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