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

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

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

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

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

Nrepresents the brand. TheCustomer Experience & CRM Intern is the person who makes sure every

None of those touchpoints feels premium, prompt, and personal.

NAbout the Role

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

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

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

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

Nbuyers into loyal customers.

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

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

NKey Responsibilities

nA. Customer Communication & Enquiry Management

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

NInstagram, Facebook, and email

N- Respond to pre-purchasequestions on product details, sizing, pricing, availability, offers, and

Nshipping — accurately andon-brand

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

Npositioning, even in difficult conversations

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

Nand resolve or escalate within the same day

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

Nhistory

nB. After-Sales Support & Issue Resolution





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

Nupdates, and shipment tracking queries

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

Noperations 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 everyopen query until it is fully closed to the customer's satisfaction
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nC. Feedback, Reviews & Customer Insights

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

Nexperience

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

Nweekly 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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nimmediately — do not wait for end of day

ND. Sales Recovery & Re-Engagement

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

Ndrop-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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ncampaigns

nE. Reporting & Coordination

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- Maintain accuratedaily 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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npending, and any escalations

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

Nand review generation

n





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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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napproval

nRequirements

NMust 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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ncommunication platforms

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

Ndifficult conversations

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

Nrecords

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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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nGood to Have

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

Nenvironment

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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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nWhat We Offer

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

Ninternship, based on performance

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- Internship completion certificate and a strong qualified 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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n1

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

NHow to Apply

nInterested 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
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📌 Customer Relations Manager (Shahpura)
🏢 Oath
📍 Shahpura