Panel Helpdesk Assistant (Mandarin Speaker Required)

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

Job summary

A leading market research firm seeks a Helpdesk Assistant in Kuala Lumpur, Malaysia. The role involves supporting the Singapore Consumer Panel through various helpdesk tasks, ensuring data quality, and conducting regular compliance checks. The ideal candidate will possess strong customer service skills and excellent bilingual communication abilities in English and Chinese. This position starts on a one-year contract with the potential for permanency based on performance. Flexible working options and numerous benefits are offered to enhance work/life balance.

Benefits

Flexible working options

Parental Leave

Volunteer Leave

Qualifications

• High school certificate or equivalent.
• Experience in customer service is a must.
• Fluency in English and Chinese for effective communication.

Responsibilities

• Support the Singapore Consumer Panel from helpdesk to ensure KPIs are met.
• Conduct weekly quality control phone calls.
• Provide assistance for incoming helpdesk queries.

Skills

Customer Service experience

Excellent verbal and written communication skills in English and Chinese

Time-management

Problem-solving

Ability to work autonomously

Education

High school certificate or equivalent

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
• 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
• 1Remark: 1 year contract basis, good performer will be converted to permanent staff

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!