Job Description

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

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

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

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

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

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

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

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About the Role

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

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

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

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

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buyers into loyal customers.

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

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

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Key Responsibilities

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A. Customer Communication & Enquiry Management

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

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Instagram, Facebook, and email

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

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shipping — accurately and on-brand

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

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positioning, even in difficult conversations

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

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and resolve or escalate within the same day

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

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history

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B. After-Sales Support & Issue Resolution

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

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updates, and shipment tracking queries

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

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operations team for resolution

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

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

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C. Feedback, Reviews & Customer Insights

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

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experience

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

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weekly basis

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

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

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immediately — do not wait for end of day

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D. Sales Recovery & Re-Engagement

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

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drop-offs and support conversions

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

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

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campaigns

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E. Reporting & Coordination

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

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

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pending, and any escalations

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

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and review generation

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

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

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approval

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Requirements

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Must Have

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• Fluency in English and Hindi — both spoken and written

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

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

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communication platforms

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

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difficult conversations

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

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records

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

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

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Good to Have

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

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environment

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

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• Basic comfort with spreadsheets and reporting

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• An interest in fashion, accessories, or consumer brands

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What We Offer

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

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internship, based on performance

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• Internship completion certificate and a strong professional reference

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• Direct access to and mentorship from the founding team

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

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

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1

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

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How to Apply

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Interested candidates can apply by:

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• Sending their resume to [email protected]

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• Calling or WhatsApp: +91 (phone hidden)

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• DMing on LinkedIn

📌 Customer Relations Manager (Pragpura)
🏢 Oath
📍 Pragpura