Job Description

Customer Support Representative

Location:

On-site

Company:

Sew Centre Ltd

Employment Type:

Full-time

About Sew Centre

Sew Centre is a leading UK retailer of sewing machines, overlockers, embroidery machines, spare parts, accessories, and sewing supplies. We pride ourselves on providing high-quality products, expert knowledge, and exceptional customer service to hobbyists, professionals, and sewing enthusiasts across the country.

Role Overview

We're looking for an enthusiastic, flexible, and solutions-driven

Customer Support Representative

who can combine technical understanding with exceptional customer engagement and guide customers from curiosity to confidence - helping them find the perfect sewing machine. You'll process orders, troubleshoot machine issues, and ensure an excellent shopping experience from start to finish. You'll also be the first point of contact for customers via phone, email, and social platforms.

Key Responsibilities

Respond promptly to customer inquiries via phone & email. Offer product advice and guidance on sewing machines, accessories, and parts Process customer orders, ensuring accuracy and timely coordination with the warehouse for dispatch. Track and maintain inventory, including updating stock levels, reporting low-stock items, and coordinating with the warehouse team to ensure accuracy. Assist customers with returns, refunds, exchanges, and delivery queries. Troubleshoot common sewing machine issues and escalate technical matters when needed. Manage customer service tickets and workflows using internal systems. Maintain accurate records of customer interactions, orders, and resolutions. Ensure a high level of customer satisfaction through friendly, knowledgeable, and efficient support. Collaborate with sales, warehouse, and technical teams to resolve complex requests. Monitor and respond to customer comments or questions on social media.

Skills & Qualifications

Previous experience in customer service, order processing, or retail support. Experience with inventory tracking or stock management is a plus. Excellent written and verbal communication skills. Strong problem-solving abilities and calm under pressure. Comfortable using customer service and order management software. Ability to learn product details and technical information quickly. Knowledge of sewing machines or sewing experience is a

strong advantage

, but not essential -- training provided. Friendly, positive, and empathetic approach to customer interactions.

What We Offer

Competitive salary - 25,000-26,000 Staff discounts on sewing machines, accessories, and supplies Full training on products, systems, and inventory processes Opportunities for career growth within the company Supportive, collaborative team environment
Job Types: Full-time, Permanent

Pay: 25,000.00-26,000.00 per year

Benefits:

Company pension Employee discount
Work Location: In person