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 — Whats App, 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 Whats App,

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 Whats App, 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 D2 C / e-commerce

environment

Familiarity with tools such as Shopify, Whats App 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 D2 C 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 palak@ Calling or Whats App: DMing on Linked In