The incumbent is responsible for providing the interface and day-to-day functional support to users and potential users of the Hague System by processing and replying to standard and non-standard inquiries related to the registration of international designs and subsequent transactions. In particular, the incumbent works with other business entities within the Hague Registry, such as operations and legal, and those outside the Hague Registry, such as finance, IT, and translation, to obtain clarification for the resolution of complex processing issues. The incumbent works in accordance with HIPS Standard Operating Procedures and other established guidelines.
The incumbent works under the general supervision of the Coordinator of HIU and works in close coordination with other sections in the Hague Registry.
Duties and Responsibilities:
Provide timely customer service at a high level by telephone or in writing on issues such as general information, formalities processing, procedures, and case-specific requests including those related to applications, renewals, irregularities, corrections, publication, payment, priority documents, and decisions.
Assist current and potential users with questions on Hague online services and tools; escalate complex issues to appropriately to concerned colleagues in the Hague Registry; and participate in user testing of online services and tools.
Facilitate clear communication between sections in the Hague Registry and other business units in WIPO to effectively solve complex customer queries that require escalation, ensure the queries are dispatched to responsible colleagues, and expedite the processing and recording of urgent requests.
Prepare and deliver presentations and regularly participate in training and promotional activities, in particular workshops and webinars, organized by HIPS or other entities in WIPO, of relevance to the Hague System.
Undertake research or directly investigate specific case-related issues raised by customers or escalate when necessary to other sections in the Hague Registry.
In collaboration with the HIU Coordinator, prepare customer service statistics and provide feedback to the HIU Coordinator on recurrent issues and problems raised by customers.
Based on user feedback, propose functional and user experience updates and improvements to Hague online services and tools.
Carry out administrative activities related to the drafting and updating of documentation to support the activities of HIU.
Perform other related duties as required.
Completed secondary education with relevant diploma.
First-level university degree in management, business administration, international relations, intellectual property, or related field.
At least eight years of relevant professional experience in customer service, preferably in an intellectual property setting and related to industrial designs.
Experience in examination practices and legal procedures of the Hague System.
Experience in handling and responding to customer inquiries in an IP Office or comparable environment.
Experience in developing training material such as distance learning courses and multimedia training material.
Excellent written and spoken knowledge of English and French.