Customer Service Specialist

About the role

We are looking for a Customer Service Specialist to be the voice of Sunday for our premium‑sleep customers after they purchase. In this high‑touch, phone‑based role you will ensure smooth deliveries, resolve issues with professionalism and build lasting trust that drives loyalty and repeat business.

Key responsibilities

• Serve as the single point of contact for post‑purchase customers, overseeing delivery and onboarding.
• Handle queries related to deliveries, delays, returns, exchanges and the 100‑night trial with empathy.
• Manage escalations tactfully to protect customer trust and brand reputation.
• Proactively engage premium customers to deliver a five‑star experience.
• Educate customers on product care, warranty usage and maintenance.
• Collaborate with logistics, operations and sales teams to resolve issues quickly.
• Maintain accurate interaction records in the CRM and provide feedback for process improvement.
• Track and improve key satisfaction metrics such as NPS, CSAT and repeat purchase rates.

Required profile

• Excellent spoken and written English; fluency in at least one Indian language (Hindi or a South Indian language).
• Strong interpersonal skills, empathy and a customer‑first mindset.
• Professional demeanor capable of handling discerning customers.
• Adaptability in a fast‑paced, dynamic environment.
• 3+ years of experience in customer service or client‑facing roles within premium industries (hospitality, airlines, banking, luxury retail or D2C).
• Graduate degree preferred.

Required skills

• Proficiency with CRM software for tracking interactions.

What we offer

• Annual CTC ranging from ₹6 LPA to ₹10 LPA, based on experience.
• Private medical insurance coverage up to ₹5 Lakh.
• Health or hobby learning sponsorship up to ₹25 000 per year.
• Two professional training programs each year.
• 30‑50 % employee discount on all Sunday products.
• Monthly team outings and sponsored get‑togethers.
• Professional yet informal work environment that encourages collaboration.