Panel Helpdesk Assistant

NielsenIQ; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading data measurement company in Kuala Lumpur is seeking a Homescan Helpdesk Assistant to support the Singapore Consumer Panel. This role involves panel recruitment, compliance control, helpdesk assistance, and reporting of feedback trends. The ideal candidate will hold a high school certificate, have customer service experience, and possess excellent communication skills in English and Chinese. A flexible working environment and various benefits are offered.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program (EAP)

Qualifications

• Experience in customer service is preferred.
• High school certificate or equivalent is required.
• Proficiency in MS Office applications is necessary.

Responsibilities

• Support and maintain panel recruitment and expansion.
• Conduct compliance control checks through quality control phone calls.
• Provide helpdesk assistance for queries and technical issues.
• Update panel demographic information and handle ad hoc surveys.
• Report trends and filter feedback from panel members.

Skills

Excellent verbal and written communication skills in both English and Chinese

Customer Service experience

Time-management skills

Ability to troubleshoot problems

Experience with MS Office applications

Ability to work autonomously

Education

High school certificate or equivalent

Job description

Company Description

Be a part of something big. With 40,000+ employees in 100 countries, NIQ is one of the world’s biggest data measurement companies, and we pride ourselves on providing our people with endless possibilities and paths to grow their careers. Simply put, we do two things at NIQ. We measure performance for our clients and we use analytics to help our clients grow their business. At NIQ, we make a difference by partnering with our clients and using our data to explain what is happening with their brands and what they should do to improve business performance.

Job Description

Our Homescan Helpdesk Assistant is mainly to support our Singapore Consumer Panel from helpdesk, communication to data quality in the aim of ensuring our Global KPIs are met and achieving a well-balanced and compliant panel.

• Panel recruitments – Supporting and maintaining both main and panel expansion including online recruitment, referral programme, welcome calls, quality control calls, coaching and education. Also, ensuring sufficient panel members are recruited to meet our sample target.


• Regular Compliance Control Checks – Conducting weekly quality control phone calls to ensure our panel stays active, compliance and other related tasks.


• Helpdesk – Providing assistance / information for incoming and follow-up helpdesk queries including incoming phone calls, voicemails and emails from panel members, requesting supplies and resolving any technical queries. Helpdesk to log tickets in panel management system and raise tickets for any technical support etc.


• Panel Demographic Updates – Notifying competition winners, yearly members’ profile update, dispatch follow up and any other ad hoc survey calls.


• Reporting of Feedback – Able to pick up trends, filter feedback through positive/negative reporting from panel members.

Qualifications

• High school certificate or equivalent


• MS Office applications experience
  
• Customer Service experience


• Excellent verbal and written communication skills in both English and Chinese


• Commitment to troubleshooting problems and finding feasible solutions


• Time-management and ability to meet helpdesk weekly deadlines


• Ability to follow through on tasks and keep track of pending helpdesk tasks


• Ability to work autonomously and as part of a team, within a global company

Benefits

• Flexible working environment


• Volunteer time off


• LinkedIn Learning


• Employee Assistance Program (EAP)

Equal Opportunity Statement

At NIQ, all employment decisions are made without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected under applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact.