Customer relations manager
OATH · Rajasthan, India
Job Description
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 satisfactionC. 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 Managerimmediately — 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, andcampaigns
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 priorapproval
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 everydaycommunication 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 supervisionGood 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 brandsWhat 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 Day1
• 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 InDetails
| Company | OATH |
| Location | Rajasthan, India |
| Type | FULL TIME |
| Niche | general |
| Experience | permanent |