Senior Client Support Assistant (three posts)

Organizational Context

The PCT Operations Division is responsible for receiving, examining, and publishing international patent applications and related documents. It provides high-quality customer services to PCT users in multiple languages. The division plays a crucial role in the international patent system by ensuring efficient processing and communication of applications.

Job Purpose

The incumbent is tasked with proactively supporting small and medium-sized clients, delivering excellent customer service to applicants and patent offices, and performing complex processing and examination duties for international patent applications. This role requires proficiency in at least two languages to ensure accurate and timely handling of applications and related correspondence, contributing to the overall efficiency and effectiveness of the PCT system.

Responsibilities

Key duties include analyzing application defects, proactively advising clients, and recommending improvements. The incumbent will participate in the development of the PCT system, including IT tools and rule changes. Responsibilities also involve examining international applications in at least two languages for formality requirements, ensuring conformity with standards, and handling correspondence. Providing high-level customer service, resolving complex queries, and liaising with PCT users and authorities are essential. The role includes quality control, monitoring fee payments, and participating in customer support for electronic services and system testing. Additionally, the incumbent will train junior staff and stay updated on procedures and IT tools.

Work Experience

A minimum of eight years of relevant work experience is essential, specifically in formalities processing of patent applications or comparable work. Experience in customer service and training is desirable.

Skills

Essential skills include strong communication, a thorough understanding of PCT rules and regulations, and the ability to explain procedures. Proficiency in relevant IT tools for data capture, quality control, and customer service is necessary. The role demands client orientation, results-orientation, excellent time management, analytical and problem-solving skills, integrity, and strong interpersonal skills for multicultural environments.

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