Panel Helpdesk Assistant (Mandarin Language Required)

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

Job summary

A global data measurement company in Kuala Lumpur seeks a Homescan Helpdesk Assistant to support the Singapore Consumer Panel. The role involves recruitment support, compliance control, and addressing helpdesk queries primarily in English and Chinese. Candidates should possess a high school diploma, customer service experience, and be adept with MS Office. The company offers a flexible work environment along with various benefits including volunteer time off and professional development programs.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• Experience in customer service is essential for addressing helpdesk queries.
• Excellent communication skills in both English and Chinese are mandatory.
• Ability to manage time effectively and meet deadlines.

Responsibilities

• Support recruitment and maintain panel member quality through outreach.
• Conduct weekly compliance control checks to ensure panel activity.
• Provide assistance for incoming helpdesk queries via various communication channels.
• Update demographic data and notify panel members of changes and surveys.
• Report trends and feedback from panel member interactions.

Skills

Customer Service experience

Excellent verbal communication in English and Chinese

Commitment to troubleshooting problems

Time-management skills

Ability to work autonomously

Education

High school certificate or equivalent

Tools

MS Office applications

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 KPI’s 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 to stay active, compliance and other related tasks.
• Helpdesk – Providing assistance / information for incoming and follow-up helpdesk queries including incoming phone calls, voice mails 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 (Mandatory)
• 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

Additional Information

Life at NIQ...

At NIQ, we’re proud of our diversity! We strongly believe in promoting from within. We encourage all of our people to pave their own career path and explore ways to grow with us. We’re steadfastly inclusive. NIQ is an environment that encourages all associates to be themselves, weave their talents and passions into their work, put their hand up and have their voice heard. We operate on principles of trust and accountability. We sway against micromanagement, enabling our associates engage, include and decide in order to move swiftly and boldly, while keeping our clients at the heart of everything we do.

But wait, there’s more! (Benefits)

We believe in a good work/life balance and offer an extensive range of flexible working options for all associates. We also offer several leave options such as Parental Leave, Volunteer Leave, flexi-work arrangement initiatives and much more. We also provide range of programs and activities for associates to join year-round that encourage good health, wellbeing, networking and community engagement!

If you feel like this is the right fit, click apply and tell us all about you!

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ 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 by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion