Executive - Customer Support (Non Delivery Report)

About us

Welcome to Swiss Beauty, the fastest-growing beauty and cosmetics brand in India. Established in 2013, Swiss Beauty aims to be the ultimate companion and BFF of every makeup lover, transforming beauty routines into extraordinary experiences. With a focus on Indian beauty needs, we merge global cosmetic standards with our expertise to create highly innovative, long-lasting, and comfortable products. Our mission is to elevate beauty to Swiss standards and offer game-changing products that set new benchmarks in the industry. We believe that makeup knows no boundaries and is for everyone. Join us on this remarkable journey as we redefine beauty norms and celebrate individuality.

About the Role

We are looking for NDR (Non-Delivery Report) Calling Executive to reach out to customers whose orders could not be delivered. The primary goal is to understand the reason for non-delivery, resolve customer concerns, and convert maximum NDR cases into successful order deliveries — before the order moves into RTO (Return to Origin) status.

Key Responsibilities

• Make outbound calls to customers whose orders are marked as NDR / Non-Delivered.


• Identify the reason for failed delivery (customer unavailable, wrong address, refused order, COD issue, etc.).


• Convince and re-engage customers to accept the delivery, resolving objections or doubts about the product/order.


• Coordinate with the delivery/logistics team to reschedule delivery attempts within the available delivery window.


• Update correct address, contact number, or delivery preferences in the system.


• Ensure timely follow-up and closure of NDR cases before RTO is triggered, as RTO status cannot be reversed once initiated.


• Achieve daily/weekly/monthly targets for NDR-to-delivery conversion rate.


• Escalate unresolved or time-sensitive NDR cases promptly to the concerned team/supervisor to avoid RTO conversion.


• Ensure a polite, professional, and customer-friendly approach on every call.

Required Skills

• Excellent verbal communication skills (Hindi/English).


• Strong convincing and negotiation ability.


• Basic computer knowledge (Excel, CRM/dialer tools).


• Ability to handle high call volumes and work under targets.


• Patience and problem-solving attitude while handling customer objections.


• Ability to work with urgency, since NDR cases have a limited window before RTO.

Key Performance Indicators (KPIs)

• NDR-to-Delivery Conversion Rate (%)


• Number of calls handled per day


• Reduction in RTO (Return to Origin) percentage due to timely NDR resolution


• Customer satisfaction / call quality score