Client Advisor (two posts)

Organizational Context

The PCT Operations Division is responsible for receiving, examining, publishing, and communicating international patent applications. It provides high-quality customer services to PCT users in all 10 official PCT publication languages. This role is situated within PCT Client Service Teams 5 and 6, supporting small to medium-sized clients.

Job Purpose

The incumbent serves as a primary contact for small and medium-sized clients, offering dedicated customer service to applicants and patent offices. This involves analyzing common issues, providing proactive advice, and delivering training to ensure excellent service delivery. The role also entails performing complex processing and examination duties for international patent applications in at least two languages, ensuring adherence to established standards and timely follow-up on all related correspondence and documentation.

Responsibilities

The Client Advisor will act as the main point of contact for small and medium-sized clients, identifying frequent defects and offering proactive advice and training to enhance customer service. They will provide expert input on PCT business processes and system developments, including IT tools and rule changes. A key duty involves examining international patent applications and related documents for formality requirements in at least two languages, ensuring compliance and managing timely follow-up. The role includes addressing complex user queries, resolving problems efficiently, and liaising with PCT users and authorities. Additionally, the incumbent will manage and prioritize work within the team, propose workflow improvements, conduct quality control, monitor fee payments, and support PCT electronic services and system testing.

Work Experience

A minimum of three years of relevant professional experience with the PCT is required, preferably within an IP office. Experience in formalities examination of patent applications is essential. Experience in customer service and training is desirable.

Skills

Essential skills include strong communication abilities, excellent understanding of PCT procedures, proficiency in IT tools for data management and customer service, client orientation, results-orientation, time management, analytical and problem-solving skills, integrity, and interpersonal skills for multicultural environments.

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