Panel Relations Coordinator I (Sales Customer Service)

Nielsen Holdings Plc; Kuala Lumpur; On-site; MYR 31,000 - 37,000; Full time

Job summary

Nielsen in Kuala Lumpur seeks a Panel Relations Coordinator I to recruit and onboard panel households, maintain ongoing participant relationships, and resolve inquiries. The role requires travel across regions, strong communication, and adherence to scripts and SOPs.

A minimum education level of SPM/STPM or equivalent is required, with 0–1 years in related roles. Responsibilities include data maintenance, issue escalation, and ensuring panel quality and response rates while supporting field

Qualifications

• Minimum education: SPM/STPM, certificate, diploma or equivalent
• 0–1 years in customer service, sales, call center, field operations, market research or public-facing roles
• Willingness to travel regularly across assigned territories for field-based work
• Valid driver’s licence and reliable personal transport for field visits
• Strong verbal communication to clearly present research details
• Excellent relationship-building, objection-handling and conflict-resolution skills
• Proven ability to follow scripts, SOPs, workflows and security standards
• Fluency in English and Bahasa Malaysia; other local languages preferred

Responsibilities

• Recruit and onboard eligible panel households or participants via phone, digital and face-to-face methods
• Build and maintain professional relationships with panel households during participation
• Address panelist inquiries using standard procedures, scripts and escalation paths
• Maintain accurate household details, demographics, consent records and interaction history in systems
• Provide first-level support on equipment and procedures; escalate technical issues as needed

Skills

English fluency

Bahasa Malaysia

Verbal communication

Relationship building

Patience and resilience

Adherence to scripts/SOPs

Travel readiness

Driver's licence

Education

SPM/STPM/Certificate/Diploma

Job description

Panel Relations Coordinator I (Sales Customer Service)

• Full-time
• Compensation: MYR 31,100 - MYR 37,300 - yearly

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.

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; elevate technical issues to Field or Technical teams.

• 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.
• 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.