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 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.

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 all other Madrid Registry teams and other work units in WIPO.

The incumbent will perform the following principal duties:

a.   Support the planning, assignment, and monitoring of the team's workload and performance. Serve as acting coordinator if required.

b.   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.

c.   Ensure quality control by systematically reviewing the team's output and providing constructive feedback to both individuals and the group.

d.   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.

e.   Collect, analyze, and manage customer feedback, including prompt follow-up on negative input. Recommend and implement service delivery improvements to enhance the user experience.

f.    Provide support, guidance and training to junior staff and temporary personnel.

g.   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.

h.   Perform other related tasks as required.

Education (Essential)

First-level university degree in law, international relations, business administration, communication or any related field.

Education (Desirable)

Certification in customer service.

Experience (Essential)

At least three years of relevant professional experience in customer service management.

Proven experience in project management including planning, monitoring, and evaluation.

Experience (Desirable)

Experience in the area of trademarks.

Language (Essential)

Excellent written and spoken knowledge of English.

Language (Desirable)

Knowledge of other official UN languages, particularly Spanish and/or French.

Job Related Competencies (Essential)

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

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 organizational and time management skills, with ability to manage multiple priorities.

Strong client orientation and ability to adapt services to meet user needs.

Excellent communication and interpersonal skills with a collaborative mindset.

Ability to collect, analyze, and present data for decision-making.

Ability to work effectively in a multicultural environment and to manage teams and collaborations.

Strong drafting and editing skills for policies, documentation, and user-facing content.

Proficiency in Microsoft Office and CRM or ticketing tools (e.g., Microsoft Dynamics).

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, 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 October 2025 rate of 88.7%

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.

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.