Customer Support (Non Delivery Report) - D2C Brand

Role & responsibilities

We are looking for a proactive and customer-focused Customer Support Executive to manage customer queries and Non-Delivery Reports (NDR) for our D2C brand. The candidate will be responsible for coordinating with customers and courier partners to ensure successful delivery of orders and reduce RTO (Return to Origin).

Preferred candidate profile

• Handle and resolve NDR (Non-Delivery Reports) cases on a daily basis.
• Coordinating with Courier partner.
• Contact customers regarding failed delivery attempts and understand the reason for non-delivery.
• Coordinate with customers to confirm their availability, address, contact details, and preferred delivery time.
• Follow up with courier partners for re-attempts and successful delivery.
• Track NDR orders and ensure timely action within defined TAT.
• Monitor RTO and delivery-related issues and take corrective action to minimize losses.
• Maintain accurate records of customer interactions, NDR status, re-attempts, and final outcomes.
• Coordinate with logistics/courier partners regarding delivery exceptions and escalations.
• Handle customer queries through calls, WhatsApp, email, and other customer support channels.
• Escalate unresolved customer or courier issues to the concerned team.
• Prepare daily/weekly reports on NDR, re-attempts, successful deliveries, and RTO.
• Identify recurring reasons for non-delivery and suggest improvements to reduce NDR and RTO.
• Coordinate with the warehouse, logistics, and customer experience teams for smooth order fulfilment.
• Ensure a positive customer experience while following company policies and processes.

Required Skills

• 2 to 6 years of experience in Customer Support / NDR / E-commerce / D2C.
• Prior experience handling NDR, RTO, courier or logistics coordination is preferred.
• Good communication skills in English and Hindi.
• Strong follow-up and coordination skills.
• Good knowledge of MS Excel/Google Sheets.
• Ability to handle multiple customer cases and meet TAT.
• Customer-oriented approach with good problem-solving skills.
• Ability to work in a fast-paced D2C/e-commerce environment