Customer Service Specialist

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.\n\nKey Responsibilities\nBe the single point of contact for customers post-purchase, ensuring smooth delivery and onboarding\nHandle queries related to deliveries, delays, returns, exchanges, and the 100 Nights Trial with empathy and professionalism\nManage escalations tactfully, protecting customer trust and brand reputation\nProactively engage with premium customers to deliver a 5-star experience\nEducate customers on product care, warranty usage, and maintenance for long-term satisfaction\nCollaborate with internal teams (logistics, operations, sales) to resolve issues quickly and effectively\nMaintain accurate interaction records in CRM and share feedback for process improvement\nTrack and improve key customer satisfaction metrics such as NPS, CSAT, and repeat purchase rates\n\nRole Requirements\nExcellent spoken and written communication skills\nStrong interpersonal skills with empathy and problem-solving ability\nProfessional demeanour to handle discerning customers responsibly\nA customer-first mindset with the ability to go the extra mile\nAdaptability in a fast-paced, dynamic environment\n\nPreferred Qualifications\n3+ years of experience in customer service or client-facing roles in premium industries (hospitality, airlines, banking, luxury retail, or D2C)\nCustomer service experience in organisations or sectors with premium focus such as American Express, MPower, Aviation, Taj, Oberoi, Marriott\nGraduate degree preferred\nFluency in English and at least one Indian language (Hindi or South Indian)\n\nCompensation\n6,00,000 to 10,00,000 per annum (depending on interview performance and caliber)\n\nPerks & Benefits\n5 lakh private medical insurance coverage\nAnnual health/hobby learning sponsorship up to 25,000\nAccess to 2 professional training programs per year\nProfessional yet informal work environment that encourages collaboration\n30-50% employee discount on all Sunday products\nMonthly team outings and sponsored get-togethers\n\nWhy Join Sunday?\nBe part of a profitable, fast-growing brand that values people and professionalism\nGet exposure to premium customer success practices and standards\nBuild a career with visibility and growth in a company redefining sleep in India