Associate Customer Relations Officer

Associate Customer Relations Officer - 25352-FT_LT Join to apply for the Associate Customer Relations Officer - 25352-FT_LT role at World Intellectual Property Organization – WIPO Madrid Infoline Unit, Madrid Operations Support Service, Madrid Operations Division, Madrid Registry, Brands and Designs Sector Contract Duration - 2 years (maximum cumulative length of 5 years) * Duty Station: CH-Geneva Application Deadline: 13-Nov-2025 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. Organizational Context 1. Organizational Setting The post is located in the Madrid Infoline Unit (MIU), Madrid Operations Support Service, Madrid Operations Division, Madrid Registry, Brands and Designs Sector. The Madrid Operations Division is responsible for receiving, processing, and registering international trademark applications and associated transactions. The MIU is responsible for delivering high‑quality customer service to Madrid users and potential users in all three official languages of the Madrid System. 2. Purpose Statement The incumbent is responsible for delivering high‑quality customer support for Madrid System users, handling complex and escalated inquiries in collaboration with the Coordinator, and facilitating service excellence across multiple communication channels. In addition to managing their customer support workload, the incumbent performs quality control, coordinates continuous improvement initiatives and provides support and guidance to more junior team members. 3. Reporting Lines The incumbent works under the supervision of the Coordinator of the Madrid Infoline Unit. 4. Work Relations The incumbent will closely collaborate with all other Madrid Registry teams and other work units in WIPO. Duties and Responsibilities Support the planning, assignment, and monitoring of the team's workload and performance. Serve as acting coordinator if required. Deliver high‑quality customer support for the Madrid System via email, phone, live chat, and other communication channels. Manage all inquiries using available tools, ensuring alignment with KPIs. Resolve more complex issues directly to enhance the user experience, and coordinate with relevant units for highly complex or escalated contentious cases, including complaints. Ensure accurate records of customer interactions are maintained in the CRM system. Maintain an overview of eMadrid users and their inquiries, and plan and coordinate the testing of new releases to ensure functionality and usability. Ensure quality control by systematically reviewing the team's output and providing constructive feedback to both individuals and the group. Coordinate the implementation and evaluation of continuous improvement projects to enhance customer service processes, IT tools, and workflows. Identify recurring issues, analyze customer insights, and prepare analytical reports and assessments outlining, inter alia, practical solutions to resolve issues and increase efficiency, customer use and satisfaction. Collect, analyze, and manage customer feedback, including prompt follow‑up on negative input. Recommend and implement service delivery improvements to enhance the user experience. Provide support, guidance and training to junior staff and temporary personnel. Develop and deliver specific internal and external training and outreach activities for WIPO staff or partner entities, with a focus on the Madrid System and eMadrid tools. Perform other related tasks as required. Requirements First-level university degree in law, international relations, business administration, communication or any related field. Certification in customer service. Experience (Essential) At least three years of relevant professional experience in customer service management. Proven experience in project management including planning, monitoring, and evaluation. Experience in the area of trademarks. Excellent written and spoken knowledge of English. Knowledge of other official UN languages, particularly Spanish and/or French. Job Related Competencies (Essential) Good knowledge of the Madrid System (the International Trademark System). Strong capability with IT systems and tools essential for customer service operations, with the ability to develop solid expertise through training and hands‑on use. Excellent organizational and time management skills, with ability to manage multiple priorities. Strong client orientation and ability to adapt services to meet user needs. Excellent communication and interpersonal skills with a collaborative mindset. Ability to collect, analyze, and present data for decision‑making. Ability to work effectively in a multicultural environment and to manage teams and collaborations. Strong drafting and editing skills for policies, documentation, and user‑facing content. Proficiency in Microsoft Office and CRM or ticketing tools (e.g., Microsoft Dynamics). Job Related Competencies (Desirable) Good knowledge of Madrid Registry working processes, standards, IT tools and understanding of Madrid Registry examination. Communicating effectively. Showing team spirit. Demonstrating integrity. Producing results. Showing service orientation. Seeing the big picture. Seeking change and innovation. Developing yourself and others. For more information, including on the salaries and benefits, please check the WIPO Careers website. Seniority level Associate Employment type Contract Job function Customer Service and Other Industries International Affairs Referrals increase your chances of interviewing at World Intellectual Property Organization – WIPO by 2x #J-18808-Ljbffr