1. Role Objective

The NDR Outbound Calling Executive will be responsible for proactively contacting end consumers for B2C shipments where delivery confirmation, address validation, customer intent verification, or Non-Delivery Report (NDR) resolution is required. The primary objective of the role is to improve the successful delivery percentage and reduce avoidable RTOs by confirming:
- Customer intent to accept the shipment
- Availability of the customer for delivery
- Correctness of the registered mobile number
- Complete delivery address
- House / Flat / Building / Landmark details
- Correct city and state
- Correct delivery PIN code
- Preferred reattempt date, wherever applicable
- Genuine refusal/cancellation intent
- Any delivery-related concern communicated by the customer

The executive will act as an significant communication bridge between the consumer, seller/client, QuickShift operations team, and courier partner.
1. 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.

📌 NDR Outbound Calling Executive (Delhi)
🏢 Atmos Care
📍 Delhi