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About the Role

As a Consumer Relations Representative, you will play an important role in delivering outstanding customer experiences across our portfolio of world-class brands. You will support customers through a variety of enquiries, providing timely, accurate, and brand-right solutions that build trust and loyalty. Working across customer channels including email and live chat, you'll help create seamless experiences while ensuring every interaction reflects our commitment to exceptional service. We're looking for a customer-focused individual who enjoys helping people, solving problems, and delivering high-quality support.

Responsibilities

Own customer enquiries relating to product information, warranties, deliveries, returns, refunds, and exchanges.
Develop positive relationships with consumers by providing timely, accurate, and empathetic support.
Collaborate with colleagues, senior advisors, and team leaders to deliver a consistent and exceptional customer experience.
Ensure all customer interactions are managed in line with service levels, quality standards, and company policies.
Act as a knowledgeable and professional brand ambassador for every customer interaction.
Support continuous improvement by identifying recurring customer trends and opportunities to enhance the consumer experience.
Lead through personal accountability, taking ownership of your performance, development, and contribution to team success.

Requirements

Customer-focused, solution-oriented, and passionate about delivering great service.
Comfortable managing multiple customer conversations while maintaining accuracy and attention to detail.
Understand the importance of representing a premium brand through every customer interaction.
Strong communicator with excellent written skills and a professional, empathetic approach.
Thrive in a collaborative environment and adaptable to changing priorities and business needs.
Previous experience in a customer service, consumer relations, or support role.
Experience handling customer enquiries via email, live chat, or other digital communication channels.
Excellent verbal and written communication skills.
Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.
Experience within retail, eCommerce, footwear, apparel, or consumer brands is advantageous.
Experience using customer service platforms or helpdesk systems is a plus.
Fluency in both English and the required local language for the market supported.

Skills

Customer service
Consumer relations
Support
Email communication
Live chat communication
Digital communication
Written communication
Verbal communication
Organizational skills
Problem-solving
Brand ambassadorship

Location

Hybrid

Work Type

Hybrid
Flexible Working Environment

Experience Level

Previous experience in a customer service, consumer relations, or support role
Experience handling customer enquiries via email, live chat, or other digital communication channels
Experience within retail, eCommerce, footwear, apparel, or consumer brands is advantageous
Experience using customer service platforms or helpdesk systems is a plus

Salary/Compensations

Competitive Pay and Bonuses

Benefits

27 Days Holidays + Bank Holidays
Half day Fridays
Extras, discounts, perks & volunteering opportunities
Generous discounts
Community-based programs
Global Mentorship Programme

About the Company

At Deckers Brands, Together, Every Step is a promise kept that every employee could bring their authentic self, is valued and supported, as a whole person, at work and beyond.
Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.
We believe that the company you build is defined by the company you keep.
We believe that a diverse, inclusive culture drives creativity and success.
We believe that open hearts and minds together can unleash the potential of a brilliant mix of people—in every corner of Deckers.
We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work.
Because the more perspectives we share, the better we can be.
Deckers Brands was built on the idea of pursuing passion.

Equal Opportunity

We celebrate diversity of your background, your experiences and your unique identity.
We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are.
We believe that when we bring our different perspectives to work, we are truly Better Together.
We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands.
We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.