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Customer Services Representative

Contract Type
Education, Media & Communications
Dubai, ARE
Expiry Date
Customer Services Representative Description Pearson VUE ( is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearso...

Job Description

Customer Services Representative


Pearson VUE ( is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Customer Service Representative to join our team based in Dubai.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

We believe in equal opportunity and employ people solely on the basis of their skills and abilities.

Pearson VUE Middle East Customer Services provides support for customers, with contact taking place mainly via in-bound calls, but also via other means.

Customer Service Representatives are based in Dubai, and are responsible for processing customer requests, queries, bookings and providing technical support. Customer Service Representatives are ‘the voice of Pearson VUE’ to many of our customers, therefore the provision of excellent customer service at all times is key.

Key Responsibilities

  • Provide support for customers, by acting as a first line contact for in-bound. requests received via phone, email, regular mail, fax and other means
  • Deliver the highest level of customer service to internal and external customers at all times.
  • Promote client programs.
  • Trouble shoot customer issues, owning them until a full resolution has been obtained.
  • Undertake a variety of tasks associated with the high service delivery of our customers. Maintain all documentation and train others on key aspects of the role, as required.
  • Process all data in line with business standards and Data Protection.
  • Contribute to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness.
  • Work as part of a team, under the direction of a Team Leader, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service.
  • Use the Sharepoint System to understand and follow policies, procedures and work instructions.
  • Ensure all Pearson VUE generic policies held on Sharepoint are adhered to at all times. In addition to this be aware and adhere to specific Customer Service Centre guidelines.
  • Deal with the responses of all customer complaints in line with the Quality Manual.
  • Cover tasks related to other roles within the Customer Service Centre as and when needed.
  • All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line Managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.
  • All employees are also responsible for supporting and implementing Company policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in your role/work function. Full details of these policies and procedures are available on the Pearson VUE Sharepoint System.

Key Activities

  • As required, dependant on team, process candidate test booking requests, information requests, queries, requests for materials, etc.
  • Input accurate customer information on to the database.
  • Contact other departments or utilise information as necessary to obtain and provide information as requested by candidates.
  • Make outbound calls to resolve and / or follow up with customers.
  • Assist in the training of new customer service agents when needed.
  • Follow all reasonable requests made by management.
  • Provide regular evidence in the form of working examples for all Level 1 competencies.


Essential Experience and Qualifications

  • Previous customer service experience
  • Fluency in written and spoken Arabic
  • Fluency in written and spoken English
  • Customer focused, and customer friendly skills
  • Excellent communication skills, both over the telephone, written and face to face
  • The ability to learn and articulate detailed information
  • Attention to detail and strong organisational skills
  • Ability to work within a team to meet team goals and objectives
  • Rights to work in the Middle East

Desirable Experience and Qualifications

  • Experience of working in a customer service environment
  • Experience of, and ability to work with, Windows based software

Working Arrangements

  • Working hours: Sunday to Thursday, 8:00am – 5:00pm

Only candidates who demonstrate the above criteria will be considered for the position.

Primary Location: AE-AE-Dubai

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Flex Time

Job Posting: Feb 15, 2018

Job Unposting: Feb 18, 2018

Schedule: Full-time Regular

Req ID: 1801763