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.
1. Organizational Context
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.
2. Duties and Responsibilities
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.
3. Requirements
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.
4. Organizational Competencies