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 • Calling or WhatsApp: • DMing on LinkedIn