Client Advisor (six posts)

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.

a.    Organizational Setting

The post is located in the PCT Operations Teams 10 & 11, PCT Operations Services 1 & 2, PCT Operations Division, PCT Services Department, Patents and Technology Sector. The PCT Operations Division is responsible for the receipt, formalities examination, publication and communication of applications and related documents filed under the PCT and delivering high-quality customer services to PCT users in all 10 official PCT publication languages.

b.    Purpose Statement

The incumbent is a focal point for small or medium sized clients and provides customer services to applicants and offices and carries out complex processing and examination duties in at least two languages for international patent applications.

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.

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.

c.   Examine in at least two languages formality requirements of complex international applications and related documents and correspondence, ensuring conformity with set standards and timely follow-up as required. In the case of unusual or contentious formalities issues, forward them to Team Head for further instructions.

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.

f.    Carry out quality control of applications and publication review and identify and resolve problems. Share knowledge on how to address such issues during internal quality control meetings.

g.   Monitor the late and non-payment of fees and take appropriate action (e.g., block application, send reminder).

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.

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 with formalities examination of patent applications.

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.

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.

Mobility:  WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization.  Accordingly, the selected candidate may be required to move from time to time to new functions and/or to another duty station.

Annual salary:

Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment.  Please note that this estimate is for information only.  The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice.  The figures quoted below are based on the September 2024 rate of 96.7%

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

Additional Information

* Initial fixed-term appointment of two years, renewable subject to satisfactory performance and other applicable conditions.  The selected candidate’s appointment will be subject to an overall term of five years in this position, with normally no possibility of renewal beyond that term.  S/he may, however, apply and be considered for other positions at WIPO.

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.

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

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

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By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s)/diploma(s)/certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link\: http\://www.whed.net/. Some professional certificates may not appear in the WHED and these will be reviewed individually.

Additional testing/interviewing may be used as a form of screening.  Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.