Panel Relations Coordinator II (Field Service / Sales - Mandarin)

Nielsen; Penang; On-site; MYR 39,000 - 67,000; Full time

Job summary

Nielsen in Penang, Malaysia seeks a hands-on Panel Relation Coordinator to recruit and onboard panel households, sustain relationships, and resolve inquiries. You will maintain records, perform basic equipment support, and escalate complex issues to technical teams.

Regular travel to field sites is required while the role remains an individual contributor. The position emphasizes adherence to scripts, SOPs, and security standards, with fluency in English and Bahasa Malaysia, and preferably

Qualifications

• Minimum SPM, STPM, certificate, diploma, or equivalent.
• 1–3 years of customer service, sales, call center, field operations, market research, or public-facing roles.
• Malaysian citizenship.
• Willingness to travel regularly for field work.
• Valid driver's license and own transport, preferably a car.
• Fluency in English and Bahasa Malaysia; Mandarin or other local language skills 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; elevate technical issues to Field or Technical teams.

Skills

English proficiency

Bahasa Malaysia proficiency

Mandarin preferred

Education

SPM/STPM or diploma

Job description

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.

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.

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; elevate technical issues to Field or Technical teams.

Qualifications

• 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.
• Malaysian citizenship.
• 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.

Additional Information

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.