Client Advisor

PCT Operations Teams 10 & 11, PCT Operations Services 1 & 2, PCT Operations Division, PCT Services Department, Patents and Technology Sector

Grade - P2

Contract Duration - 2 years (maximum cumulative length of 5 years) *

Duty Station : CH-Geneva

Publication Date : 15-Oct-2024 Application Deadline : 11-Nov-2024, 4:59:00 PM

This post is a limited-term fixed-term post.

**1.** **Organizational Context**

a. **Organizational Setting**

b. **Purpose Statement**

c. **Reporting Lines**

The incumbent works under the supervision of the Team Head of the respective PCT Operations Team.

d. **Work Relations**

The incumbent liaises frequently with external customers, PCT legal and IT specialists.

**2.** **Duties and Responsibilities**

The incumbent will perform the following principal duties:
**a.** **Serve as focal point for small and medium sized clients, analyzing frequent defects, providing proactive advice and dedicated trainings to ensure a high level of customer service.

**b.** **Provide expert PCT Business input to development activities relating to the PCT system including IT tools and PCT rule changes.

**d.** **Ensure high level customer services to users, reply to complex queries, and find solutions to problems in a timely manner. Liaise with PCT users and authorities and provide follow-up as required.

**e.** **Sort, identify, prioritize, and distribute work within the team in accordance with established guidelines. Ensure work items are completed within deadlines and make proposals to improve and rationalize workflows and work processes based on quantitative and qualitative targets. Follow up as necessary.

**h.** **Participate in customer support on PCT electronic services.

**i.** **Participate in testing PCT electronic systems and tools, with a view to proposing improvements and contributing to its further enhancement.

**j.** **Participate in presentations on PCT operations practices in missions and meetings. Keep abreast of changes in established procedures, rules, regulations, work processes and relevant IT tools. Train and coach junior and new staff.

**k.** Perform other related tasks.

**3.** **Requirements**

**Education (Essential)**

First-level university degree.

**Experience (Essential)**

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

**Experience (Desirable)**

Experience in providing customer service and training.

**Language (Essential)**

Excellent written and spoken knowledge of English and at least one of the following PCT publication languages: Arabic, Chinese, French, German, Japanese, Korean, Portuguese, Russian or Spanish, in accordance with business needs.

**Language (Desirable)**

Knowledge of other PCT publication languages.

**Job Related Competencies (Essential)**

Demonstrated ability to communicate with people from the technical and business field.

Excellent understanding of the PCT and ability to explain or provide training on the rules, regulations and procedures governing the area of work.

Ability to use IT tools and systems used for data capture and transmission, quality control and customer services.

Client orientation, with the ability to deliver high quality client services with a focus on improving service execution, delivery and outcomes. Results-oriented.

Excellent time management and work organization skills; highly adaptable to new environments, tasks and demands.

Excellent analytical and problem-solving skills. Integrity in dealing with confidential and sensitive data.

Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

**4.** **Organizational Competencies**

1. Communicating effectively.

2. Showing team spirit.

3. Demonstrating integrity.

4. Valuing diversity.

5. Producing results.

6. Showing service orientation.

7. Seeing the big picture.

8. Seeking change and innovation.

9. Developing yourself and others.

**5.** **Inform**ation**

**Annual salary**:
**P2**

Annual salary

$50,377

Post adjustment

$48,715

Total Salary

$99,092

Currency USD

Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

**Additional Information**

This is not applicable to WIPO staff members on fixed-term, continuing or permanent appointments, who were recruited following a competition under Staff Regulation 4.10 (“Appointment Boards”).

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

__________________________________

Additional background checks may be required.