WHAT YOU WILL DO
✅ Handle failed deliveries (NDR): call and WhatsApp customers, confirm address and delivery time, and get the courier to reattempt
✅ Convince COD customers to accept their order or pay online, so fewer parcels return
✅ Track delayed, stuck and "delivered but not received" parcels and follow up with couriers until solved
✅ Arrange replacement or refund for lost or damaged parcels and help file courier claims
✅ Send customers clear, polite delivery updates by call and message
✅ Update daily records in Excel / Google Sheets
✅ Report couriers or pin codes with repeated issues to your Team Lead and follow SOPs for routine cases