eLawyer Recruitment
Our client is a MNC and have more than 6000 employees in 43 countries. They are building a global business centre in Penang and they are now expanding, looking for legal talents who are interested to venture into intellectual property field to be part of their team.
Customer Service Specialist - Patent Annuities / Trademark Maintenance Manager (Penang)
In House
Intellectual Property
Full Time/Permanent
5 - 15 Year(s)
Bachelor Degree
� Primarily accountable for the support, retention and growth of the existing book of business
� Works with Sales, Legal, and Business Take-On to support new and/or add-on business opportunities
� Influence customers to respond to and participate in semi-annual NPS and transactional surveys and continually improve the on-going support to meet customers� existing and future needs
� Establish definitions and supporting metrics for customer service delivery and renewal operations goals and measure performance with a feedback loop back to the team
� Manage a balanced and diversified customer assignment model to establish optimum workforce utilization that will enable delivery of quality cost-effective services and scalability for growth
� Imbed renewal best practices and establish proper documentation and training to ensure consistent quality execution of processes
� Anticipate staffing needs and work with Finance and Recruiting teams to plan, recruit, hire and on board the best talent
� Lead, manage, and develop team members and conduct talent reviews and succession planning
� Manage risk to ensure the business is not exposed and ensure that the company�s code of ethics is adhered to by all staff
� Manage monthly and quarterly planning cycles; all routine and ad hoc reporting to stakeholders on success of delivery (e.g. customer satisfaction, retention, etc.)
� Collaborate with other departments to drive operational success through constantly challenging and defining best practices
- undergraduate degree from an accredited college/university and minimum of 5 years of legal experience in IP Service Delivery or IP Operations
- must be willing to relocate to work in Penang and to work night shift between 8pm to 8am
- good communication skills and excellent English

This position is only open to Malaysian citizens.

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