APS Level 5 - Customer Operations Specialist_EXT
Core
Resolve complex service requests and customer queries regarding IP rights administration, acting as an escalation point and driving system/process improvements.
Role type
Senior IC customer operations specialist
Builds
Customer service outcomes and improved IP rights administration processes
Domain
Government / Intellectual Property Law
Deliverable
client delivery
Required skills
Complex problem solving, IP rights legislation knowledge, process improvement, stakeholder communication, user assurance testing, quality assurance, technical training
Preferred skills
None stated
Technologies
None stated
Responsibilities
Manage complex service requests and customer enquiries; Identify opportunities for continuous improvement; Engage with internal and external stakeholders; Coach and provide technical training for team members; Assist with quality assurance activities; Demonstrate adaptability to workplace change.
