IMPORTANT NOTICE REGARDING APPLICATION DEADLINE:  please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

This post is a limited-term fixed-term post.

a.         Organizational Setting

The post is located in the Madrid Infoline Unit (MIU), Madrid Information and Promotion Division (IPD), Madrid Registry.  IPD is responsible for the provision of information on and promotion of the Madrid System with a view to increasing its geographical scope among WIPO Member States and encouraging increased use of the System.  The MIU is responsible for the management of the Madrid customer service.

b.         Purpose Statement

The Senior Customer Relations Assistant, as a member of the Madrid Infoline Unit, is responsible to provide the interface and day-to-day functional support to users and potential users of the Madrid System by processing and replying to standard and non-standard enquiries by email and telephone related to the registration of international trademarks and subsequent transactions.  The incumbent works in accordance with the Madrid Registry Standard Operation Procedures and other established guidelines, templates and scripts.

c.         Reporting Lines

The incumbent works under the supervision of the Coordinator of the Customer Service Unit.

d.        Work Relations

The incumbent has regular contact with processing teams and other work units in the Madrid Registry to obtain clarification for the resolution of complex processing issues.

The incumbent will perform the following principal duties:

a.   Ensure a high level of customer support on the Madrid System, Madrid online tools and the eMadrid, via e-mail, telephone and other appropriate channels, interpret information from customers, record and answer customer enquiries regarding standard and non-standard Madrid procedures, maximizing the use of published materials and online tools/services; forward contentious issues to the coordinator for instruction or follow up; monitor the end-to-end enquiry lifecycle ensuring reported issues and enquires are followed up in a timely manner.

b.   Manage incoming enquiries in the ticketing tracking system; this includes analyzing, processing, distributing and escalating enquiries to concerned staff based on subject matter, complexity and priority; monitor the end-to-end enquiry lifecycle ensuring reported issues and enquiries are followed up in a timely manner.

c.   Keep informed of changes to established procedures, rules, regulations and work processes; provide guidance and training to temporary or junior support staff.

d.   Contribute to customer service projects and continuous improvement programs by making recommendations to the coordinator in order to further enhance Madrid online tools and systems, including the elaboration, review and updating of documentation, knowledge base, relevant webpages and other support material. This includes proposing templates and scripts for replies to enquiries and proposing content for FAQs.

e.   Prepare and deliver presentations and regularly participate in trainings and promotional activities, in particular workshops and webinars, and in missions and meetings, organized by WIPO or other entities, of relevance to the Madrid System, notably concerning the eMadrid and the Madrid online tools.

f.    Identify and analyze recurrent issues and problems raised by customers/clients and make proposals on how to offer a more user-friendly service based on customers/clients’ needs; make proposals to improve and rationalize workflows and work processes based on quantitative and qualitative targets.

g.   Propose updates and improvements in the drafting and updating of documentation to support the activities of Madrid Information and Promotion Division.

h.   Perform other related duties as required.

Education (Essential)

Completed secondary education.

Formal or on-the-job training in customer service.

Experience (Essential)

At least eight years of related work experience, including experience in providing functional end-user support related to the registration of trademarks.

Experience in formalities processing of trademark applications.

Experience in handling and responding to customer enquiries.

Language (Essential)

Excellent written and spoken knowledge of English and French.

Language (Desirable)

Knowledge of other UN official languages, especially Spanish.

Job Related Competencies (Essential)

Good understanding of the international trademark law, rules, regulations, and ability to work within those rules, regulations and procedures.

Good knowledge and understanding of the operational processes in the Madrid Registry.

Customer/client oriented with the ability to deliver reliable and consistent customer/client services in a timely and professional manner; ability to provide information and reply to enquiries in a clear and concise manner; excellent phone and email etiquette.

Good understanding of the IT tools and systems used for customer service.

Excellent time management and work organization skills.

Ability to work on own initiative and with a marked sense of teamwork and shared responsibility.

Excellent communication and interpersonal skills and ability to establish and maintain good working relationships in a multi-cultural environment with sensitivity and respect for diversity.

Client orientation, with the ability to deliver high-quality client services.

Organizational skills and ability to work under pressure and independently.

Good analytical and problem-solving skills and adaptable to new tasks.

Job Related Competencies (Desirable)

Knowledge of web tools and/or an understanding of software development/support methodologies.

1.         Communicating effectively.

2.         Showing team spirit.

3.         Demonstrating integrity.

4.         Valuing diversity.

5.         Producing results.

6.         Showing service orientation.

7.         Seeing the big picture.

8.         Seeking change and innovation.

9.         Developing yourself and others.

Mobility:  WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions.

Annual salary (Net of tax):  84,962 CHF

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

* Initial fixed-term appointment of one year, renewable subject to satisfactory performance and other applicable conditions.  The selected candidate’s appointment will be subject to an overall term of five years in this position, with no possibility of renewal beyond that term.  S/he may, however, apply and be considered for other positions at WIPO.

This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 (“Appointment Boards”).

Dependency allowances

7,939 CHF per year for dependent spouse;  6,398 CHF per year for each dependent child.

Language allowance

Arabic, Chinese, English, French, German, Japanese, Korean, Portuguese, Russian and Spanish: 4,788 CHF per year for two of these languages, and 3,192 CHF per year for one of them.  The allowance is not payable for the mother tongue or the main working language of the staff member.  The grant of this allowance is subject to examination.

General Service posts are generally subject to local recruitment.  Staff in the General Service category is recruited in the host country or within reasonable commuting distance of the Headquarters.

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.

Additional testing/interviewing may be used as a form of screening.  Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.