IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: please note that the deadline for applications is indicated in local time as per the time zone of the applicantโs location.
This post is a limited-term fixed-term post.
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1.ย ย ย Organizational Context
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a.ย ย ย 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.
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b.ย ย ย 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.
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c.ย ย ย Reporting Lines
The incumbent works under the supervision of the Coordinator of the Madrid Infoline Unit.
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d.ย ย ย Work Relations
The incumbent will closely collaborate with all other Madrid Registry teams and other work units in WIPO.
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2.ย ย ย ย ย Duties and Responsibilities
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The incumbent will perform the following principal duties:
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a.ย ย Support the planning, assignment, and monitoring of the team's workload and performance. Serve as acting coordinator if required.
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b.ย ย 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.
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c.ย ย Ensure quality control by systematically reviewing the team's output and providing constructive feedback to both individuals and the group.
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d.ย ย 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.
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e.ย ย Collect, analyze, and manage customer feedback, including prompt follow-up on negative input. Recommend and implement service delivery improvements to enhance the user experience.
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f.ย ย ย Provide support, guidance and training to junior staff and temporary personnel.
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g.ย ย 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.
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h.ย ย Perform other related tasks as required.
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3.ย ย ย ย ย Requirements
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Education (Essential)
First-level university degree in law, international relations, business administration, communication or any related field.
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Education (Desirable)
Certification in customer service.