Client Advisor

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.

1.     Organizational Context

a.    Organizational Setting

The post is located in the Madrid Operations Team 5, Madrid Operations Service, Madrid Operations Division of the Madrid Registry. The Madrid Operations Division is responsible for receiving, processing and registering international trademark applications and associated transactions. The Madrid Operations Team 5 specializes in providing personalized support to large clients, guiding them in the administration of their trademark portfolios.

b.    Purpose Statement

The incumbent is required to process service requests from and provide support to a number of users for the purpose of improving efficiency, quality and user experience. The incumbent is furthermore required to identify, explore, and support continuous improvement regarding examination practice, customer support, processes and procedures, tools and knowledge sharing.

c.     Reporting Lines

The incumbent works under the supervision of the Manager of the Madrid Operations Team 5.

2.     Duties and Responsibilities

The incumbent will perform the following principal duties:

a.      Support various users to facilitate a high level of customer service, including analyzing needs and challenges, maintaining liaison, providing guidance and trainings as required.

b.      Process service requests including formality examination, classification examination and solving irregularities.

c.      Analyze and recommend the optimization of processes and procedures of examination and customer service practice with a view to improving efficiency, quality and user experience.

d.      Keep abreast of IT development plan and provide inputs to help strengthen business expertise.

e.      Research and propose opportunities for improvement of services and tools.

f.       Analyze and document knowledge and skillsets requirements and propose training needs for continuous improvement of knowledge base; facilitate knowledge sharing within the team.

g.      Participate in seminars, trainings and other events when required.

h.      Perform other job-related duties as required.

3.     Requirements

Education (Essential)

First-level university degree.

Experience (Essential)

At least three years of relevant professional experience in the area of trademarks.

Experience (Desirable)

Experience in an Intellectual Property Office or comparable working environment. Experience in managing projects.

Language (Essential)

Excellent written and spoken knowledge of English.

Language (Desirable)

Knowledge of other official UN languages or languages of major user countries of the Madrid System.

Job Related Competencies (Essential)

Thorough understanding of the international trademark examination rules and regulations and the operational processes in the Madrid Registry.

Ability to explain the rules, regulations and procedures governing the area of work.

Customer/client-oriented, with the ability to deliver high-quality customer/client service, improving service execution, delivery and outcomes.

Excellent time management and work organization skills.

Excellent analytical and problem-solving skills.

Results-oriented.

Ability to work on own initiative and with a marked sense of teamwork and shared responsibility.

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

Competent user of Microsoft Office applications (including Word, Excel, Outlook and PowerPoint), databases, information management systems and the internet; ability to adapt quickly to new software.

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.