Title of Assignment: Project Coordinator

Name of unit/sector: Customer Experience Section

Place of Assignment: Offsite

Expected places of travel (if applicable): 5 working days every 6 months in Geneva (Switzerland)

Expected duration of assignment: 12 months, renewable up to 24 months

1. Objective of the assignment

Background

The Customer Experience Section is part of the Infrastructure and Platforms Sector, and it is responsible for marketing and customer service activities with a view to coordinating the strategy, planning and execution of the Organization’s overall customer experience goals in close collaboration with other areas of the Organization.

In particular, the Section is responsible for leading the definition and implementation of the Customer Experience Transformation Programme. Such program has recently identified some initiatives that will be implemented in the next future across the Organization.

The Contact Center is part of the Customer Experience Section, and it is responsible for managing external general and cross-cutting enquiries on IP and WIPO, for coordinating customer service-related processes and procedures across the Organization and it contributes to the implementation of customer experience-related initiatives across the Organization.

2. Work Objectives

The incumbent will coordinate the implementation of customer experience-related initiatives and will also lead the work of the Contact Center’s team.

3. Deliverables/services

(a) Manage the introduction and deployment of customer service/experience projects and initiatives related to the Contact Center’s area of work, according to the following estimated deadlines:
a. New directory of WIPO services on the Organization’s website: October 2023-March 2024
b. New Customer Service Chatbot: October 2023-September 2024
c. Customer Service Outsourcing Pilot:
i. Deployment: July 2024-December 2024
ii. Oversight: January 2024-September 2025

(b) Contribute to the implementation of the Customer Experience Transformation Programme’s initiatives, and in particular the one related the new customer service performance management system according to the following estimated initiative timelines:
a. Redesign customer experience performance and service quality metrics: October 2023-December 2024.
b. Training and feedback: January 2024-September 2024.
c. Metrics tracking and monitoring: July 2024 – September 2025

(c) Coordinate the Contact Center’s team and operations, including the following activities:
a. Ensure optimum service levels to users in terms of measured quality, efficiency and timeliness for processing inquiries:
b. Review operational processes and IT tools and identify and analyze opportunities for improving the quality and efficiency of the work performed by the Center.
c. Prepare periodic and ad hoc analytical and statistical reports.
d. Document the working processes and procedures and establish Standard Operations Procedures where appropriate.
e. Train team and other staff on internal support procedures.
f. Liaise and coordinate with other teams across the Organization in the execution of the above tasks.

(d) On demand, conduct research on specific customer experience/service topics as assigned, evaluate data, present results and prepare reports for management; and

(e) Perform other related tasks as required.

3. Reporting 

The incumbent will work under the supervision of the Head of the Contact Center, Customer Experience Section.

4. Profile (e.g., area of specialization/expertise, specific knowledge/skills/experience)

Experience:
1. at least 8 years of professional experience in customer assistance – preferably in international organizations- including experience in customer support team coordination.
2. Practical knowledge of the customer experience-related areas (e.g., customer journeys, customer feedback, etc.)
3. Very good experience with customer service-related applications (ticketing systems, survey tools, corporate wikis). Knowledge of the OTRS ticketing system is an asset.

Competencies:
1. Experience in project management and team coordination.
2. Good knowledge of Microsoft Office (Word, Excel, Powerpoint)
3. Sound analytical skills.
4. Very strong service orientation attitude.
5. Detail-oriented and capable of delivering a high level of accuracy.
6. Excellent time management and work organization skills.
7. Ability to build and maintain effective partnerships and working relations in a multi-cultural environment.
8. Excellent communication skills, including a proven ability to draft and edit written material.
9. Ability to work autonomously and under pressure.
10. Knowledge of intellectual property and of WIPO products and services is an asset.

Language knowledge:
a. Excellent oral and written knowledge of English and good knowledge of French. Knowledge of other UN languages is desirable.

5. Duration of contract and payment

Duration: from October 1, 2023 to September 30, 2024 with a possible extension of 1 year.

Applicants are requested to provide an indication of their remuneration expectations in Swiss francs (daily rate) which should include an onsite rate (Geneva) and offsite rate.