Rules

Last updated 21/10/2025

Rule 1 - Check this doc regularly

The document and the templates are constantly evolving, please do not just rely on what you "know" but also check this document frequently. If a change has been made, your manager will tell you about it. It's very important for you to stay up to date with the latest features added to Askonoa, but also any changes to the templates etc. The page for update is accessible here.

Rule 2 - Read this document carefully

This document is essentially your guide to work with us and know how we work and operate. If you do not read it entirely or correctly, we won't try to go any further with you. We are looking for serious, efficient, full transparent, cooperative and attentive individual who want to have a long term position with us as a company. If this is not you, then please turn away.

Rule 3 - Do not share the templates, tool, or brand you are assigned to

The tool is for private use only at this time. Until further notice, do not share it, mention it elsewhere, or disclose any of the templates or the brand you are assigned to. If any suspicion of such actions is proven true, immediate action will be taken.

Rule 4 - Do not share your account

Some CS operate as a team and we have no problem with that, however please make sure to tell us so we can create account for your team, otherwise there is no real way for us to track accurately your performance and time on the work. It may lead to your hours not being tracked accurately, lowering the amount we may pay you. We can detect multi computer login, if you need new account for your team, contact an admin or a manager.

Rule 5 - Accuracy (within the replies sent)

We use templates for 80-90% of the replies we need to send as messages received from customers are often the same. This allow a smoother and more efficient flow of work for you as CS and for us too to avoid inaccuracy.

This include sending the right template, asking the order details, even when our tool has given you their order for example, it's a common one people tend to forget.

If you are unsure, do not send, please ask using the AI integrated to the Gitbook or / and ask a Manager

Rule 6 - Professionalism

In the last 10-20% of emails you may need to use AI to reply, please reply with the same logic as the conversation, following these rules

• Always communicate politely and clearly.

• Avoid slang, sarcasm, or personal opinions.

• Be patient even when customers are upset or rude.

• Use the email opening and closing used in templates

We will warn you if we think that you are not replying in a serious manner to emails when using the AI. Regardless of what you are using to write the emails when needed, we will take you responsible for it's content.

Rule 7 - Efficiency

Upon joining the team, you will be provided with a contract outlining clear objectives and performance targets. Please ensure these targets are consistently met, as repeated failure to do so may result in temporary suspension of work.

Rule 8 - Reporting

Your role as Customer Support is crucial for us, as you will be the "data" collector, since you will see what our customer are saying you will have an idea of what's going on, please make sure to give us feedback on situations. A manager should ask you this frequently.

Reporting is not limited to the e-commerce brand you are assigned to. You are encouraged to report anything relevant, including software issues, feature suggestions that could benefit the team, or any potential breaches or suspicious activity.

Rule 9 - Escalation

Quite similar to rule 8, if there is a bigger problem you cannot resolve with any templates, then you must escalate the issue, same with if there is a situation which you cannot solve. Make sure to escalate the issue as fast as possible to ensure the lowest delay possible. There is different ways you can escalate a problem, they will be explained to you. If you are unsure, ask the Gitbook AI or a Manager.

Rule 10 - Continuous Improvement

Continual improvement is a key part of your role. Learn from feedback and recurring issues to enhance the quality of your work. Proactively suggest improvements to templates, tools, or workflows that could optimize team performance. Additionally, stay informed about product updates and new features to ensure accurate and effective support at all times. If a change is made to this doc, you will be notified by your Manager.

Rule 11 - Brand Context

We work on many E-Com brand, and you may be on 2 brands at the same time, if that's the case please ensure you know exactly on which brand you are on, current context, etc. This can be from refund policies, shipping, refunds, etc. For templates for example, it can be added for 1 brand and not another one.

Please send a message in your Slack channel stating: 'I confirm that I have read and acknowledged the rules', followed by today’s date, to confirm that you read and understood the rules.

If you have any questions or need clarification on any point, reach out to an Admin or Manager for assistance