Client Advisor
Organizational Context
The PCT Client Service Team is part of the PCT Operations Division, responsible for examining, publishing, and communicating international patent applications. This role focuses on providing high-quality customer service to PCT users in multiple languages, supporting both applicants and IP offices.
Job Purpose
The incumbent serves as a primary contact for small to medium-sized clients, offering dedicated customer service to applicants and intellectual property offices. This involves performing complex processing and examination duties for international patent applications, requiring proficiency in at least two languages. The role is crucial for ensuring smooth operations and effective communication within the PCT system, contributing to WIPO's mission of fostering innovation and economic development through intellectual property.
Responsibilities
Liaise with Intellectual Property Offices to enhance cooperation. Act as a focal point for small and medium-sized clients, providing proactive advice and training based on defect analysis to ensure high service levels. Examine international applications and related documents for formality compliance in at least two languages, ensuring adherence to standards and timely follow-up. Manage fee payments, including monitoring and taking action on late or non-payments. Respond to complex user queries and resolve issues related to PCT operations and ePCT. Assist in prioritizing and distributing team workload, ensuring deadlines are met and proposing workflow improvements. Prepare and review work for international publication, ensuring timely completion. Participate in testing and proposing enhancements for PCT electronic systems. Contribute to presentations on PCT operations and stay updated on procedural changes. Train and coach junior staff, providing input on PCT system developments.
Work Experience
At least three years of relevant professional experience in patents, preferably within an IP office or a similar environment, is essential.
Skills
Excellent communication and interpersonal skills, with the ability to explain PCT rules and procedures. Strong client orientation, analytical, and problem-solving abilities. Proficiency in IT tools for data management and customer service. Adaptability, time management, and integrity are crucial.