We set up the roster which allocates all of you to a time slot of 2 weeks during which you are in charge. If you have questions about your shift or also material issues during your shift, you can always reach out to us! We are aware that this task can sometimes be time consuming and challenging, however, the Contact Desk Team is available around the clock, so please do let us know, if you are unsure about something or feel overwhelmed. 

Please find the guidelines for your Contact Desk Shift here!

Joanna is in charge of coordinating the Contact Desk:

• Joanna Freiermuth (joanna.freiermuth@asylex.ch)

You may find a summary of the most important Know How for your shift here: 

• We recommend you read through some previous conversations on our Contact Desk as preparation for your shift. 

• Make sure you have access to Zenobis and our Facebook Inbox (Contact Desk). If you don't have access, contact either admin@asylex.ch or Joanna Freiermuth.  Should you have more questions or concerns in regard to your upcoming shift, you can also set up a phone call with Joanna to discuss in detail (please do so in advance). 

• During your shift it is your responsibility to answer all incoming questions or making sure that someone else does (e.g. the person who is already working on a case and thus knows more about it. In this case, be sure to reach out to them and keep an eye on the case until the client has received a response.) It may be necessary for you to plan one or a couple of time slots to answer the incoming messages. It is often enough to do so during your breaks, during lunch and during the evenings (ideally every 2-4 hours). If you feel like the client's question will take more time to answer, you can let the Contact Desk Team know and we will inform you how to proceed with the allocation of the task. 

• To make things easier, feel free to download the app called Business Suite by Meta, which will allow you to acces the Contact Desk (including all features) directly from your phone. 

• Try to give the client an answer as soon as possible. If you are not able to do so or you do not know the answer,  at least send the client a personal confirmation of receipt as a response to their message, so they can rest assured that we are looking into it and build trust. 

• Update Zenobis on a regular basis and especially make sure that all clients have a Zenobis number. 

• If clients reach out to you in Arabic, try to make the entry on Zenobis a bit more detailed so that the person who takes over does not have to retranslate everything. Feel free to inform lebanon@asylex.ch, if clients are currently in Lebanon. 

• Should you feel overwhelmed or unable to handle the shift for any reason, please reach out to either Joanna Freiermuth, Lea Hungerbühler or Michel Brühlhart as soon as possible, so that we can find a solution together. 

• If you have any (legal or general) questions during your shift, reach out to us in our Whatsapp group to which you'll be added the weekend before your shift starts. 

• Feel free to provide your feedback to us, so we know how we can improve and make the task less of a hassle for you.