Customer Service Specialist

Location: Outer Ring Road, Banaswadi, Bangalore Timings: Day shifts only (no night shifts); 5 day work week post probation (rotational week off) Role type: Phone-based & client-facing | D2C premium brand | Not a store role Sunday (www.sundayrest.com) is a profitable, fast-growing direct-to-consumer (D2C) brand in the premium sleep space. We are a youthful, customer-obsessed team on a mission to transform how India sleeps. With the right balance of startup energy and structured processes, we deliver premium products backed by world-class service.

Role Overview As a Customer Experience Specialist, you will be the voice of Sunday for customers after their purchase. This is a high-touch, premium-service role where empathy, polished communication, and responsibility are critical. You will ensure smooth deliveries, resolve issues with professionalism, and build trust that leads to loyalty, referrals, and repeat business.

Key Responsibilities Be the single point of contact for customers post-purchase, ensuring smooth delivery and onboarding Handle queries related to deliveries, delays, returns, exchanges, and the 100 Nights Trial with empathy and professionalism Manage escalations tactfully, protecting customer trust and brand reputation Proactively engage with premium customers to deliver a 5-star experience Educate customers on product care, warranty usage, and maintenance for long-term satisfaction Collaborate with internal teams (logistics, operations, sales) to resolve issues quickly and effectively Maintain accurate interaction records in CRM and share feedback for process improvement Track and improve key customer satisfaction metrics such as NPS, CSAT, and repeat purchase rates Role Requirements Excellent spoken and written communication skills Strong interpersonal skills with empathy and problem-solving ability Professional demeanour to handle discerning customers responsibly A customer-first mindset with the ability to go the extra mile Adaptability in a fast-paced, dynamic environment Preferred Qualifications 3+ years of experience in customer service or client-facing roles in premium industries (hospitality, airlines, banking, luxury retail, or D2C) Customer service experience in organisations or sectors with premium focus such as American Express, MPower, Aviation, Taj, Oberoi, Marriott Graduate degree preferred Fluency in English and at least one Indian language (Hindi or South Indian) Compensation 6,00,000 to 10,00,000 per annum (depending on interview performance and caliber) Perks & Benefits 5 lakh private medical insurance coverage Annual health/hobby learning sponsorship up to 25,000 Access to 2 professional training programs per year Professional yet informal work environment that encourages collaboration 30-50% employee discount on all Sunday products Monthly team outings and sponsored get-togethers Why Join Sunday? Be part of a profitable, fast-growing brand that values people and professionalism Get exposure to premium customer success practices and standards Build a career with visibility and growth in a company redefining sleep in India