特許事務 Team Lead Annuity Team Japan

知的財産ソリューション

特許をはじめとする知的財産の検索、集計、分析、情報共有を行う情報サービスを提供している会社です。
グローバル企業をはじめ、国内約3,000社、全世界では20,000社以上に利用されている、知的財産ソリューション業界のエキスパートです。
Patents Annuities（特許年金）チームのマネジャーとして、カスタマーサービス提供機能についての業務を担っていただきます。主要な顧客の問い合わせが迅速に解決され、個々の契約を含むサービスレベル契約(SLA)に準拠した専門的な方法で処理されるようつとめていただくことを想定しております。
当社は少数精鋭のため業務上の裁量が大きく、幅広い経験を身に着けることが可能です。また、自社の機能改善や顧客満足度の向上に向けて、様々なことに積極的に挑戦することのできる環境が整っております。

• Leading the service delivery team:
o Ensuring the team's processes and tasks are carried out efficiently
o Creating a productive work environment for the team using trust and other appropriate strategies
o Communicating goals and deadlines to team members
o Planning workload and/or delegating tasks
o Determining ways to reduce costs and improve efficiency without sacrificing customer satisfaction
o Assisting Director CoE Annuities Questel in assessing team performance and providing feedback to team members
o Ensure controls are applied to reduce the risks in lapsing any patent
o Propose improvements on processes, tasks or in the use of the software Projet
o Coordination onboarding of new clients

• Performing customer service delivery functions:
o Managing portfolios of key customers
o Building strong and positive relationships with key customers at various levels
o Assessing customer feedback and identify opportunities to improve and refine the service.
o Interacting with customers and answering questions
o Identifying customer needs and overseeing service delivery within the business context.
o Presenting engagement model to new customers
o Providing customers documents such as reminders, forecasts, invoices etc. upon request
o Ensuring key customers inquiries are resolved quickly and are dealt with in professional manner complying to
service level agreements (SLAs) including individual contracts
o Identifying any training/knowledge needs for customers and colleagues
o Preparing and performing training of customers and colleagues
o Actively playing a role in ensuring targets are reached

年収 600万円 〜 700万円

正社員

• Excellent customer service skills
• Independent, reliable, detail oriented and accurate
• Solution oriented and structured
• Committed, proactive and strong teamwork skills
• Excellent communication skills on all levels
• Leadership skills - including good resource planning
• Interpersonal skills and ability to resolve conflicts
• Good organizational skills
• Able to perform under pressure and deliver against timelines
• Ability to work unsupervised for extended periods
• High standard of written and spoken English
• Deep knowledge of the IP industry
• Proficient MS-Office user

中級（ビジネス経験）