Title of Assignment: Information Assistant

Name of unit/sector: Customer Experience Section

Place of Assignment: Offsite

Expected places of travel (if applicable): 5 working days every 6 months in Geneva (Switzerland)

Expected duration of assignment: 2 years

1. Objective of the assignment

Background

The Customer Experience Section is part of the Infrastructure and Platforms Sector, and it is responsible for marketing and customer service activities with a view to coordinating the strategy, planning and execution of the Organization’s overall customer experience goals in close collaboration with other areas of the Organization.

In particular, the Customer Experience Section is responsible for leading the definition and implementation of the Customer Experience Transformation Programme. Such program has recently identified some initiatives that will be implemented in the next future across the Organization. The Section provides also support for different WIPO Programs in conducting online surveys to solicit feedback from their customers and stakeholders, in various languages.

The Contact Center is part of the Customer Experience Section, and it is responsible for managing external general and cross-cutting enquiries on IP and WIPO, for coordinating customer service-related processes and procedures across the Organization and it contributes to the implementation of customer experience-related projects and initiatives across the Organization.

2. Work Objectives

The incumbent will be a member of the Contact Center team and will be managing external customer inquiries and contributing to other Customer Experience Section projects and initiatives, regarding in particular the online surveys activities.

3. Deliverables/services

Under the direct supervision of the Head of the Contact Center (the Center), the incumbent will carry out the following tasks:

(a) Contribute to the introduction and deployment of customer service/experience projects and initiatives related to the Center’s area of work, according to the following estimated deadlines:

a. Implementation and support of the new directory of WIPO services for the Organization’s website: December 2024 -November 2026
b. Deployment of the new Click-to-Call system on the Organization’s website: December 2024 – January 2025
c. Deployment of the version of the customer service ticketing system and training of users: December 2024- June 2025
d. Documentation, training and support of a new team for the Customer Service Outsourcing Pilot:
i. Initiation: December 2024 – February 2024
ii. Deployment: March 2025 – June 2025
iii. Support: July 2025 – November 2026

(b) Act as on-demand backup of the Online Survey team for the support of online surveys activities from December 2024 to November 2026, carrying out the following tasks:

a. Manage the survey platform and user support, liaising with the platform provider (e.g. administration, access rights, license renewal, support).
b. Manage the whole process of survey creation from concept development to implementation in the Organization’s survey platform, testing, and launch. Advise also on dissemination and, on demand, on survey design.
c. Review draft survey texts and structure to ensure alignment with WIPO’s policies and standard practices.
d. Conduct training and draft documentation where required.

(c) Handle external customer inquiries, including the following tasks:
a. provide information to customers through the Center’s communication channels (phone, email, chat) in relation to the wide range of WIPO’s services ensuring optimum service levels to customers in terms of quality, efficiency and timeliness.
b. Log and follow up customer inquiries through the Center’s ticketing application.
c. Provide first level assistance to customers for complex services supported by the Center and liaise with the second level when appropriate.
d. Collect, analyze and report on Center’s metrics (calls, tickets, chats).
e. Provide presentations and training on services and processes managed by the Center.
f. Update regularly of the Center’s knowledge base and documentation
g. Communicates appropriately with the different sectors within WIPO at all levels as well as with all of WIPO’s stakeholders in relation to customer inquiries handling or other related purposes
h. On demand, coordinate the implementation of new projects or initiatives
i. Replace the Center’s coordinator as required.

(d) Carry out other duties within the area of expertise as assigned by the Head of the Unit.

3. Reporting 

The incumbent will work under the supervision of the Head of the Contact Center, Customer Experience Section.
4. Profile (e.g., area of specialization/expertise, specific knowledge/skills/experience)

Experience:

1. At least 6 years of professional experience in customer assistance – preferably in international organizations.
2. Practical knowledge of the customer experience-related areas (e.g., customer journeys, customer feedback, etc.) and in particular the design and implementation of customer feedback surveys.
3. Very good experience with customer service-related applications (ticketing systems, survey tools, corporate wikis). Knowledge of the OTRS ticketing system is an asset.

Competencies:

1. Very strong service orientation attitude.
2. Sound analytical skills.
3. Detail-oriented and capable of delivering a high level of accuracy.
4. Excellent time management and work organization skills.
5. Ability to build and maintain effective partnerships and working relations in a multi-cultural environment.
6. Excellent communication skills, including a proven ability to draft and edit written material.
7. Ability to work autonomously and under pressure.
8. Knowledge of intellectual property and of WIPO products and services is an asset.
9. Knowledge of the use of a survey platform is an asset.
10. Good knowledge of Microsoft Office (e.g. Word, Excel, Powerpoint)

Language knowledge:

a. Excellent oral and written knowledge of English and good knowledge of French. Knowledge of other UN languages is desirable.

5. Duration of contract and payment

Duration: from December 1, 2024 to November 30, 2025 with a possible extension of 1 year.

Applicants are requested to provide an indication of their remuneration expectations in Swiss francs (daily rate) which should include also the cost of the expected working days in Geneva.