Customer Service Specialist

Location: Outer Ring Road, Banaswadi, BangaloreTimings: 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 () 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 OverviewAs 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 ResponsibilitiesBe the single point of contact for customers post-purchase, ensuring smooth delivery and onboardingHandle queries related to deliveries, delays, returns, exchanges, and the 100 Nights Trial with empathy and professionalismManage escalations tactfully, protecting customer trust and brand reputationProactively engage with premium customers to deliver a 5-star experienceEducate customers on product care, warranty usage, and maintenance for long-term satisfactionCollaborate with internal teams (logistics, operations, sales) to resolve issues quickly and effectivelyMaintain accurate interaction records in CRM and share feedback for process improvementTrack and improve key customer satisfaction metrics such as NPS, CSAT, and repeat purchase rates

Role RequirementsExcellent spoken and written communication skillsStrong interpersonal skills with empathy and problem-solving abilityProfessional demeanour to handle discerning customers responsiblyA customer-first mindset with the ability to go the extra mileAdaptability in a fast-paced, dynamic environment

Preferred Qualifications3+ 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, MarriottGraduate degree preferredFluency in English and at least one Indian language (Hindi or South Indian)

Compensation6,00,000 to 10,00,000 per annum (depending on interview performance and caliber)

Perks & Benefits5 lakh private medical insurance coverageAnnual health/hobby learning sponsorship up to 25,000Access to 2 professional training programs per yearProfessional yet informal work environment that encourages collaboration30-50% employee discount on all Sunday productsMonthly team outings and sponsored get-togethers

Why Join Sunday?Be part of a profitable, fast-growing brand that values people and professionalismGet exposure to premium customer success practices and standardsBuild a career with visibility and growth in a company redefining sleep in India