This Privacy Policy is provided by NSK Trading Inc., operating under the trade name ConverLinx. Throughout this policy, “ConverLinx,” “we,” “our,” and “us” refer to NSK Trading Inc.

Effective Date: 04 June 2026

www.converlinx.com  |  hello@converlinx.com

This Company Policy Handbook (“Policy”) sets out ConverLinx’s internal standards of conduct, data handling, and operational practice for all employees, contractors, and agents (“Team Members”) delivering call center, appointment setting, customer support, virtual assistant, dispatch, and technology services to our US-based clients. All Team Members are expected to read, understand, and comply with this Policy as a condition of engagement.

1. Code of Conduct

All Team Members are expected to:

• Represent ConverLinx and its clients professionally in every interaction, whether by phone, chat, or email.
• Follow the client’s approved script, pricing, and escalation procedures without unauthorized deviation.
• Treat callers, colleagues, and clients with courtesy and respect at all times, regardless of a caller’s tone.
• Avoid making promises, guarantees, or commitments on behalf of a client that fall outside the agreed script or scope.
• Report any conflict of interest, suspected fraud, or ethical concern to a supervisor immediately.

2. Client Data & Confidentiality

Team Members regularly access sensitive client and customer information (names, contact details, addresses, payment/scheduling data). This information must be treated as strictly confidential.

• Client scripts, pricing, CRM/GHL access, and customer data may only be used to perform assigned duties — never for personal use, side business, or disclosure to unrelated third parties.
• Data entry must be completed accurately and in real time into the client’s designated system.
• Screenshots, exports, or copies of client/customer data must not be taken or stored outside approved company systems.
• Access credentials (CRM logins, dialer accounts, client portals) are personal and must not be shared between Team Members.
• Any suspected data breach or unauthorized access must be reported to a supervisor within 24 hours.

3. Call Handling & Quality Standards

• Dedicated-line calls should be answered within the agreed pickup target (e.g., under 30 seconds); shared-pool calls within the agreed target (e.g., under 60 seconds).
• Calls may be monitored or recorded for quality assurance and training purposes, consistent with applicable law and client agreements.
• Team Members must use the specific client’s script and caller-ID/branding for that account — never a generic or mismatched script.
• Missed calls, voicemails, or escalations must be logged and handed off per the client’s documented after-hours or overflow procedure.

4. Compliance (US Calling Regulations)

Because ConverLinx serves US-based clients, Team Members must follow compliance guidance related to US telemarketing and consumer-protection rules, including Do-Not-Call (DNC) lists, permitted calling hours, and required disclosures, as instructed by the compliance team or specified in the client’s script.

Team Members must never call a number flagged as DNC, never misrepresent the identity of the business being represented, and must escalate any client instruction that appears to conflict with these principles to a supervisor before proceeding.

5. Attendance, Shifts & Punctuality

• Team Members must be logged in and ready at the start of their assigned shift (e.g., Day 7 AM–3 PM, Evening 3 PM–11 PM, Night 11 PM–7 AM, or the client-specific window).
• Planned absences or shift swaps must be requested in advance through the scheduling process; last-minute absences must be reported to a supervisor as early as possible.
• Repeated unapproved absences or tardiness affecting dedicated client coverage may result in disciplinary action.

6. Equal Opportunity & Anti-Harassment

ConverLinx is committed to a workplace free from discrimination and harassment based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other protected characteristic.

Any Team Member who experiences or witnesses harassment or discrimination — whether from a colleague, supervisor, or a caller — should report it to HR or a supervisor. Reports will be handled promptly and confidentially, and retaliation against anyone raising a good-faith concern is strictly prohibited.

7. Use of Company & Client Systems

• Company equipment, software, dialers, and client system access must be used only for authorized work purposes.
• Installing unauthorized software, sharing login credentials, or bypassing security controls on client or company systems is prohibited.
• Team Members working remotely must ensure a secure, private workspace and connection when handling client or customer data.

8. Disciplinary Process

Violations of this Policy will be addressed through a fair, documented process, which may include verbal warning, written warning, retraining, suspension, or termination depending on the severity and frequency of the issue. Serious violations — such as data breaches, harassment, or fraud — may result in immediate termination.

9. Grievance & Reporting Procedure

Team Members with a concern about a policy, a client instruction, or a workplace issue should raise it with their direct supervisor first. If the concern is not resolved, or involves the supervisor directly, it may be escalated to HR or management for review.

10. Policy Review

This Policy is reviewed periodically and may be updated to reflect changes in client requirements, US regulatory requirements, or company practice. Team Members will be notified of material changes.

Note: This is a template draft prepared for ConverLinx’s internal review and is not a substitute for advice from a licensed employment attorney or HR professional. Please have qualified counsel review sections on compliance, discipline, and equal opportunity before formal adoption, and adapt to the specific labor laws of the jurisdiction(s) where your team is employed.