Panel Relations Coordinator

Nielsen; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Job summary

Nielsen is seeking a Panel Relations Coordinator I (Sales Customer Service) in Kuala Lumpur, Malaysia. The role focuses on recruiting and onboarding panel participants, maintaining relationships, and handling inquiries with scripted procedures.

The position requires 0–1 years in related roles, Malaysian citizenship, a valid driver’s licence, and willingness to travel. English and Bahasa Malaysia fluency are essential.

Qualifications

• SPM/STPM/diploma or equivalent required.
• 0-1 years experience in customer service or sales roles.
• Malaysian citizenship required.
• Willingness to travel across regions for field work.
• Valid driving licence and reliable transport essential.
• Fluent in English and Bahasa Malaysia; other local languages preferred.

Responsibilities

• Recruit and onboard eligible panel households or participants by phone, digital, and in-person methods.
• Explain Nielsen's research purpose to participants.
• Build and maintain professional relationships with panel households during participation.
• Address participant enquiries using scripts and SOPs.
• Maintain accurate household details and interaction history in systems.
• Provide first-level support on equipment and procedures; escalate technical issues.

Skills

0-1 years experience

Malaysian citizenship

Willingness to travel

Driver's licence

Valid transport

Fluency in English

Bahasa Malaysia fluency

Education

SPM/STPM/certificate/diploma

Job description

Panel Relations Coordinator I (Sales Customer Service)

Location: Kuala Lumpur, my

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

The Panel Relation Coordinator builds and maintains trusted relationships with panel households and participants throughout recruitment, onboarding, participation, maintenance, and exit. The role combines panel recruitment, participant support, accurate record maintenance, appointment coordination, and timely escalation of technical, behavioural, or service issues so that panel quality, cooperation, response rates, and operational targets are achieved.

• The role is intended to be a hands-on individual-contributor position. It does not own panel strategy, compensation decisions, or people-management responsibilities.
• Recruit and onboard eligible panel households or participants via phone, digital, and face-to-face methods, explaining Nielsen's research purpose.
• Build and maintain professional relationships with panel households throughout participation.
• Address panelist enquiries using standard procedures, scripts, and escalation paths.
• Maintain accurate household details, demographics, consent records, and interaction history in designated systems.
• Provide first-level support on equipment and procedures; **escalate technical issues to Field or Technical teams.**

Qualifications

• Minimum SPM, STPM, certificate, diploma, or equivalent.
• 0-1 years of experience in customer service, sales, call center, field operations, market research, or public-facing roles.
• Malaysian citizenship.
• Willingness to travel regularly across assigned territories (North, South, East and Central Regions) for field-based work.
• Valid driver's licence and reliable personal transport (car is must) for field visits.
• Strong verbal communication skills to clearly and persuasively present research details.
• Excellent relationship-building, objection-handling, and conflict-resolution skills, maintaining patience and resilience.
• Proven ability to adhere to scripts, SOPs, workflows, and security standards.
• Fluency in English and Bahasa Malaysia required; other local language skills preferred.