Panel Relations Coordinator II (Call Center Customer Service - Mandarin)

Nielsen Holdings Plc; Seberang Perai; On-site; MYR 39,000 - 47,000; Full time

Job summary

Nielsen Malaysia is looking for a Panel Relations Coordinator II (Call Center Customer Service - Mandarin) to recruit and onboard eligible panel households, support participants, and keep accurate records in designated systems.

This hands-on, individual-contributor role requires travel across territories, strong English and Bahasa Malaysia, and the ability to resolve issues while maintaining high panel quality.

Qualifications

• Minimum education: SPM/ STPM or equivalent.
• 1–3 years in customer service or related roles.
• Ability to follow scripts and SOPs.
• Fluency in English and Bahasa Malaysia; Mandarin 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 and manage complex panel relationships and escalations.
• 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

SOP adherence

English & Bahasa Malaysia

Travel willingness

Driver's license

Education

SPM / STPM / Certificate / Diploma or equivalent

Job description

Panel Relations Coordinator II (Call Center Customer Service - Mandarin)

• Full-time
• Compensation: MYR 39,000 - MYR 46,800 - 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.

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 and manage complex panel relationships and escalations.
• Maintain accurate household details, demographics, consent records, and interaction history in designated systems.
• Provide first-level support on equipment and procedures; escalat technical issues to Field or Technical teams.
  • Minimum SPM, STPM, certificate, diploma, or equivalent.
  • 1–3 years of experience in customer service, sales, call center, field operations, market research, or public-facing roles.
  • Able to make difficult decisions within policy.
  • Willingness to travel regularly across assigned territories for field-based work.
  • Valid driver's license and own reliable transport, preferably a car, for regular 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; Mandarin or other local language skills preferred.