Associate Complaints Officer

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE\:  please note that the deadline for applications is indicated in local date and time.

(a)  Organizational Setting

The post is located in the Legal Division of the Madrid Registry. The Legal Division is responsible, inter alia, for the provision of legal advice to Contracting Parties and other stakeholders in respect of the development and implementation of the Madrid System.  This includes providing advice on the accession to and ratification of the Madrid System as well as the provision of legal information and advice on general and specific issues, to the Offices of Contracting Parties, to users and to the International Bureau.  The latter function includes the preparation of responses to complaints by users concerning all aspects of the Madrid System.

(b) Purpose Statement

The main role of the incumbent is to treat complaints from users of the Madrid System and to resolve such complaints in compliance with the applicable legal framework and the Madrid Registry Standard Operating Procedures. The incumbent will collaborate closely with all Divisions of the Madrid Registry, in particular the Madrid Operations Division and the Madrid Information Systems Division.

(c) Reporting Lines

The incumbent works under the supervision of the Director of the Legal Division.

The incumbent performs the following principal duties\:

(a)    Analyze and respond to customer complaints received by the Madrid Registry and resolve problems forming the basis for the complaint(s); if necessary, escalate issues requiring further legal interpretation;

(b)    Provide advice and guidance to other Madrid Registry Divisions concerning the resolution of legal operational issues in accordance with established Madrid System procedures and frameworks;

(c)    Cooperate regularly with the Finance Division to follow up on the resolution of financial payment discrepancies, including claim amounts, transactions and reimbursements;

(d)    Provide regular updates on the nature of complaints and share lessons learnt with relevant Madrid Registry Units; provide input into policies and procedures relating to customer complaints;

(e)    Keep informed of any amendment to the regulations and administrative instructions under the Madrid Agreement and Protocol and share information with concerned units relating to the implementation of legal texts;

(f)     Perform other related duties as required.

Education

Essential

First-level university degree in law.

Experience

Essential

At least three years of professional work experience including in the field of intellectual property.

       Desirable

Work experience in an intellectual property registry would be a distinct advantage.

Experience of analyzing and utilizing customer or service user feedback.

Languages

Essential

Excellent knowledge of English.

Desirable

Good knowledge of French or another UN language.

Job-related competencies

Essential

Understanding of the Madrid Agreement / Protocol, the Common Regulations and Administrative Instructions, as well as the International Trademark (“Nice”) Classification.

Ability to handle a wide range of legal complaints and complex operational issues under tight timelines.

Good analytical and problem-solving skills.

Ability to work on own initiative and with a marked sense of team work and shared responsibility.

Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

Competent user of Microsoft Office applications including Word, Excel, Outlook and PowerPoint and the internet, and the ability to adapt quickly to new software.

Desirable

Knowledge and understanding of the legal operational processes in the Madrid Registry.

1.  Communicating effectively.

2.  Respecting ethics and values.

3.  Showing team spirit.

4.  Managing yourself.

5.  Producing results.

6.  Embracing change.

7.  Respecting individual and cultural differences.