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 key communication bridge between the consumer, seller/client, QuickShift operations team, and courier partner.

2. 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 (Gurugram)
🏢 Atmos Care
📍 Gurugram