Senior Client Support Assistant (five posts)

WIPO•Geneva, IL

15d

About The Position

The post is located in the PCT Operations Division, PCT Services Department, Patents and Technology Sector. The PCT Operations Division is responsible for the receipt, formalities examination, publication and communication of applications and related documents filed under the PCT and delivering high-quality customer services to PCT users in all 10 official PCT publication languages. The incumbent is required to proactively provide support to small and medium sized clients, provide customer services to applicants and offices, and carry out complex processing and examination duties in at least two languages for international patent applications. The incumbent works under the supervision of the Team Head. The incumbent liaises frequently with external customers, PCT legal and IT specialists.

Requirements

Completed secondary education.
At least eight years of relevant work experience, including in formalities processing of patent applications or comparable work.
Excellent written and spoken knowledge of one language and a good knowledge of a second language, (one of which is English), among the following PCT publication languages: Arabic, Chinese, English, French, German, Japanese, Korean, Portuguese, Russian or Spanish, in accordance with business needs.
Demonstrated ability to communicate with people from the technical and business field.
Thorough understanding of the PCT rules and regulations and ability to explain the rules, regulations and procedures governing the area of work.
Ability to use IT tools and systems used for data capture and transmission, quality control and customer services.
Client orientation, with the ability to deliver high quality client services with a focus on improving service execution, delivery and outcomes.
Results-oriented.
Excellent time management and work organization skills; highly adaptable to new environments, tasks and demands.
Excellent analytical and problem-solving skills.
Integrity in dealing with confidential and sensitive data.
Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.
Ability to instill a customer-focused culture.

Nice To Haves

Experience in providing customer service and training.
Knowledge of other PCT publication languages.

Responsibilities

Analyze frequently occurring defects in applications, proactively communicate with clients and provide advice as necessary; communicate insights and make recommendations for improvements to the Team Head.
Participate in development activities relating to the PCT system including IT tools and PCT rule changes.
Examine in at least two languages formality requirements of complex international applications and related documents and correspondence, ensuring conformity with set standards and timely follow-up as required in customer-oriented way. In the case of unusual/contentious formalities issues, forward them to the Team Head for further instructions.
Ensure high level customer services to users, reply to complex queries and find solutions to problems in a timely manner. Liaise with PCT users and authorities and provide follow-up as required. Foster a culture of providing high quality customer-focused services by identifying varying customer needs, recommending best practices which can improve customer interactions and, proactively addressing potential issues before they impact the customer experience.
Sort, identify, prioritize and distribute work within the team in accordance with established guidelines. Ensure work items are completed within deadlines and make proposals to improve and rationalize workflows and work processes based on quantitative and qualitative targets. Follow up as necessary.
Carry out quality control of applications and publication review and identify and resolve problems. Share knowledge on how to address such issues during internal quality control meetings.
Monitor the late and non-payment of fees and take appropriate action (e.g. block application, send reminder).
On request, participate in customer support on PCT electronic services.
On request, participate in testing PCT electronic systems and tools, with a view to proposing improvements and contributing to its further enhancement.
Participate in presentations on PCT operations practices in missions and meetings. Keep abreast of changes in established procedures, rules, regulations, work processes and relevant IT tools. Train and coach junior and new staff.
Perform other related tasks.