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

Customer Service Specialist