Key Responsibilities
A. Outbound Consumer Calling
Make outbound calls against NDR / delivery-risk leads assigned through the system.
Contact customers promptly once a calling trigger is generated.
Understand the customer's intent regarding shipment acceptance.
Confirm whether the customer is willing to receive the shipment.
Identify reasons behind previous unsuccessful delivery attempts.
Encourage genuine customers to accept reattempt delivery wherever possible.
B. Address Verification
Verify the customer's delivery details including:
Customer name
Mobile number
House / Flat number
Street / Road
Building / Society
Area / Locality
Nearby landmark
City
State
PIN code
Identify incomplete or incorrect addresses and capture corrected information accurately in the
system.
C. Delivery Intent Verification
Categorize customer intent into appropriate disposition such as:
Customer wants delivery
Customer wants delivery reattempt
Customer unavailable currently
Customer requests delivery on another date
Customer refuses shipment
Customer claims order cancelled
Customer says order not placed
Wrong contact number
Address incorrect / incomplete
PIN code incorrect
Customer shifted from address
Duplicate order
Other genuine customer concern
D. NDR Resolution
Based on customer confirmation, update the appropriate action:
Reattempt Delivery
Customer confirms acceptance.
Address and PIN code verified.
Customer availability confirmed.
Preferred delivery instruction captured.
RTO
Customer explicitly refuses.
Customer confirms cancellation.
Wrong order / order not placed.
Customer unreachable after defined calling attempts and SOP conditions are met.
Shipment cannot be serviced due to genuine address/serviceability issues.
E. Accurate System Updates
Every calling attempt must be recorded with:
Date
Time
Call status
Call disposition
Customer response
Corrected address, if applicable
Corrected PIN code, if applicable
Reattempt instruction
RTO recommendation
Number of delivery attempts
Number of calling attempts
Executive remarks
Remarks should be clear enough for the courier / operations team to take the next action
without requiring additional clarification.
Pay: ₹10,029.42 - ₹15,000.62 per month
Ability to commute/relocate:
- Gurugram, Haryana (Gurugram): Reliably commute or planning to relocate before starting work (Preferred)
Work Location: In person
