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 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.

b.    Purpose Statement

The incumbent is responsible for providing the interface and day-to-day functional support to users and potential users of the Madrid System by processing and replying to standard and non-standard inquiries by email, telephone and other communication channels (live chat) related to the registration of international trademarks and subsequent transactions. The incumbent works in accordance with the Madrid Registry Standard Operation Procedures and other established guidelines, templates and scripts.

c.    Reporting Lines

The incumbent works under the supervision of the Coordinator of the Madrid Infoline Unit.

d.    Work Relations

The incumbent will closely collaborate with various Madrid Registry teams and other work units in WIPO.

The incumbent will perform the following principal duties:

a.   Provide a high level of customer support to Madrid System users via email, phone, live chat, and other communication channels. Interpret information from customers on the use of the Madrid System, respond to both standard and non-standard inquiries on Madrid procedures using available resources and tools in line with established KPIs, and escalate more complex or contentious issues to the Coordinator.

b.   Use the Customer Relationship Management (CRM) system to document, track, and follow up on customer interactions. Provide feedback to the Coordinator for continuous improvement efforts.

c.   Make proposals or provide feedback on certain procedural actions (typically managed by examiners) when appropriate, to help resolve issues or remove bottlenecks, and to facilitate a more customer-focused experience.

d.   Develop a good understanding of eMadrid and support users of Madrid online services, including eMadrid, by responding to both standard and non-standard inquiries and participating in the testing of new tool releases.

e.   Contribute to continuous improvement initiatives aimed at enhancing customer service processes, tools, and workflows by making recommendations to the Coordinator. Gather user feedback and propose solutions to address recurring issues, improve efficiency, consistency, and overall user satisfaction.

f.    Provide feedback and propose updates or improvements to support the drafting and maintenance of internal documentation that reflect best practices, procedural updates, and developments in the Madrid System and its digital tools. Propose templates and scripts, as well as content for knowledge base articles.

g.   Participate in training and outreach activities, such as webinars, workshops and missions organized by WIPO or partner entities, that focus on raising awareness and promoting the effective use of eMadrid and related services.

h.   Perform other related duties as required.

Education (Essential)

Completed secondary education.

Formal or on-the-job training in customer service.

Experience (Essential)

At least eight years of relevant work experience including working in a customer service role.

Experience (Desirable)

Experience in the area of trademarks.

Language (Essential)

Excellent written and spoken knowledge of English and French.

Language (Desirable)

Knowledge of other official UN languages, particularly Spanish.

Job Related Competencies (Essential)

Good knowledge of the Madrid System (the International Trademark System).

Customer/client oriented with strong verbal and written communication skills with the ability of active listening, articulation, explaining complex issues in a clear and concise manner; excellent phone and email etiquette.

Strong capability with IT systems and tools essential for customer service operations, with the ability to develop solid expertise through training and hands-on use. 

Excellent time management and work organization skills.

Ability to work independently with a strong customer orientation and being self-motivated.

Excellent communication and interpersonal skills and ability to establish and maintain good working relationships in a multi-cultural environment with sensitivity and respect for diversity.

Organizational skills and ability to work under pressure and independently.

Good analytical and problem-solving skills and adaptable to new tasks.

Job Related Competencies (Desirable)

Good knowledge of Madrid Registry, working processes, standards, IT tools and understanding of Madrid Registry examination.

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 of the Organization. Accordingly, the selected candidate may be required to move from time to time to new functions.

Annual salary (Net of tax):  86,924 CHF

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

Additional Information

* Initial fixed-term appointment of one year, 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 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”).

Dependency allowances

7,939 CHF per year for dependent spouse;  6,398 CHF per year for each dependent child.

Language allowance

Arabic, Chinese, English, French, German, Japanese, Korean, Portuguese, Russian and Spanish: 4,788 CHF per year for two of these languages, and 3,192 CHF per year for one of them.  The allowance is not payable for the mother tongue or the main working language of the staff member.  The grant of this allowance is subject to examination.

General Service posts are generally subject to local recruitment.  Staff in the General Service category is recruited in the host country or within reasonable commuting distance of the Headquarters.

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.

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 your identification and the degree(s)/diploma(s)/certificate(s) required for this position. WIPO recognizes higher educational qualifications obtained from institutions accredited/recognized in the World Higher Education Database (WHED), a list maintained by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed here: http://www.whed.net/. Some higher educational qualifications may not be listed in WHED, and will be reviewed on a case-by-case basis.

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.