Panel Relations Coordinator I (Sales Customer Service)

Nielsen Holdings Plc; Petaling Jaya; On-site; MYR 31,000 - 37,000; Full time

Job summary

Nielsen is seeking a Panel Relations Coordinator I (Sales Customer Service) in a full-time role in Malaysia. Compensation ranges from MYR 31,100 to MYR 37,300 annually.

The position involves hands-on, individual-contributor work to recruit and onboard panel households, maintain records, and handle panelist inquiries while adhering to scripts and SOPs. Travel across North, South, East and Central Regions is required.

Qualifications

• Minimum education: SPM, STPM, certificate, diploma, or equivalent.
• 0–1 year of experience in customer service, sales, call center, field operations, market research, or public-facing roles.
• Valid driver’s licence and reliable personal transport for field visits.
• Fluency in English and Bahasa Malaysia required; other local languages preferred.

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.

Skills

Verbal communication

Relationship building

Objection handling

Conflict resolution

Script adherence

Customer service

Travel willingness

English & BM fluency

Education

SPM/STPM or equivalent

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.