Customer Relations Manager

OATH is a premium women's quartz watch brand by Perfectly Average Jewellery Pvt Ltd, priced

between ₹3,000–₹9,000. We sell direct-to-consumer through our Shopify store and across India's

leading marketplaces — Amazon, Flipkart, Myntra, and Nykaa Fashion.

We're in launch mode, building a sharp, hands-on team from the ground up. Every interaction a

customer has with OATH — a pre-purchase question, a delivery update, a post-sale follow-up —

represents the brand. The Customer Experience & CRM Intern is the person who makes sure every

one of those touchpoints feels premium, prompt, and personal.

About the Role

This is a hands-on, customer-facing role. You'll be the first point of contact for every customer across

our channels — WhatsApp, Instagram, Facebook, email, and phone. You'll own the full customer

conversation from pre-sale enquiry to post-sale follow-up: answering questions, resolving issues,

recovering abandoned carts, gathering feedback, and building the relationships that turn first-time

buyers into loyal customers.

You'll work closely with the Operations Manager and founding team. This is a small team where your

work is visible, your contribution matters, and your growth path is clear.

Key Responsibilities

A. Customer Communication & Enquiry Management

• Serve as the first point of contact for all inbound customer enquiries across WhatsApp,

Instagram, Facebook, and email

• Respond to pre-purchase questions on product details, sizing, pricing, availability, offers, and

shipping — accurately and on-brand

• Maintain a warm, professional, premium tone in every interaction that reflects OATH's

positioning, even in difficult conversations

• Meet defined response-time standards — acknowledge enquiries promptly during working hours

and resolve or escalate within the same day

• Log every conversation and its outcome in the CRM/tracker to maintain a complete customer

history

B. After-Sales Support & Issue Resolution

• Manage all post-purchase communication — order confirmations, dispatch and delivery

updates, and shipment tracking queries

• Handle returns, exchanges, and complaints end-to-end, coordinating with the warehouse and

operations team for resolution

• Proactively update customers on delays, stockouts, or issues before they have to chase

• Follow through on every open query until it is fully closed to the customer's satisfaction

C. Feedback, Reviews & Customer Insights

• Make outbound feedback calls to recent customers to understand their product and service

experience

• Capture, categorise, and share customer feedback with the founding and product teams on a

weekly basis

• Encourage satisfied customers to leave reviews and ratings across the website and marketplaces

• Flag recurring complaints, product issues, or service gaps to the Operations Manager

immediately — do not wait for end of day

D. Sales Recovery & Re-Engagement

• Run abandoned-cart recovery through outbound calls and follow-up messages to re-engage

drop-offs and support conversions

• Follow up on enquiries that did not convert and nurture interested prospects toward a purchase

• Support re-engagement and win-back outreach to past customers during launches, drops, and

campaigns

E. Reporting & Coordination

• Maintain accurate daily records of enquiries handled, issues resolved, and pending tickets

• Submit a daily end-of-day summary to the Operations Manager — queries handled, resolved,

pending, and any escalations

• Track key metrics — response times, query volumes, recurring issues, cart-recovery outcomes,

and review generation

• Participate in brief daily check-ins with the Operations Manager to align on priorities

• Follow all defined communication SOPs and escalation protocols — no deviations without prior

approval

Requirements

Must Have

• Fluency in English and Hindi — both spoken and written

• Strong, confident communication skills across chat, email, and phone

• Comfortable and familiar with WhatsApp, Instagram, Facebook, and email as everyday

communication platforms

• A warm, patient, empathetic approach — able to stay composed and professional even in

difficult conversations

• Strong organisational skills, attention to detail, and the discipline to maintain clean, accurate

records

• Willingness to make outbound calls as a core, daily part of the role

• Dependable, responsive, and able to work independently without constant supervision

Good to Have

• Prior experience in customer support, customer experience, telecalling, or a D2C / e-commerce

environment

• Familiarity with tools such as Shopify, WhatsApp Business, or CRM and review platforms

• Basic comfort with spreadsheets and reporting

• An interest in fashion, accessories, or consumer brands

What We Offer

• A clear path to a full-time Customer Experience / CRM role on successful completion of the

internship, based on performance

• Internship completion certificate and a strong professional reference

• Direct access to and mentorship from the founding team

• Hands-on exposure to the customer, operations, and CRM engine of a fast-growing D2C brand

• Structured onboarding with documented SOPs — you'll know exactly what's expected from Day

1

• A small, focused team where your work is seen, valued, and rewarded

How to Apply

Interested candidates can apply by:

• Sending their resume to [Confidential Information]

• Calling or WhatsApp: +91 8890435049

• DMing on LinkedIn