Client Advisor (two posts)

Organizational Context

The PCT Operations Division is responsible for the receipt, formalities examination, publication, and communication of PCT applications. It delivers high-quality customer services to PCT users in all 10 official PCT publication languages. This role is within PCT Client Service Team 2 and 3, supporting PCT users and offices.

Job Purpose

The incumbent serves as a focal point for small to medium-sized clients, providing dedicated customer service to applicants and IP offices. This involves analyzing common application defects, offering proactive advice, and delivering training to ensure a high standard of service. The role also entails performing complex processing and examination duties for international patent applications in at least two languages, ensuring conformity with established standards and timely follow-up.

Responsibilities

Liaise with Intellectual Property Offices to strengthen cooperation. Serve as a client focal point, analyzing defects and providing proactive advice and training. Examine international patent applications and related documents for formality requirements in multiple languages, ensuring conformity with standards. Monitor fee payments and take appropriate action. Respond to complex user queries and resolve problems related to PCT operations and ePCT. Assist in prioritizing and distributing work within the team, ensuring deadlines are met and proposing workflow improvements. Prepare and review international patent publications. Participate in testing and proposing enhancements for PCT electronic systems. Keep abreast of PCT procedures, rules, and IT tools. Train and coach junior staff. Perform other related tasks as required.

Work Experience

At least three years of relevant professional experience with patents, including in an IP office or comparable working environment.

Skills

Ability to communicate with technical and business professionals. Excellent understanding of PCT rules and procedures, with training capabilities. Proficiency in IT tools for data capture, quality control, and customer service. Client orientation, results-orientation, and excellent time management. Strong analytical and problem-solving skills. Integrity in handling sensitive data. Excellent communication and interpersonal skills for multicultural environments.

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