Panel Support Specialist (Mandarin Speaker -Customer Support)

NielsenIQ; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer intelligence company in Kuala Lumpur is seeking a proactive Panel Support Specialist to manage interactions with TV and Digital panel members. Responsibilities include troubleshooting software challenges, conducting re-training sessions, and engaging with panel members for campaign support. Candidates should have strong communication skills in English and Chinese, along with a degree in Marketing or related fields. Experience in customer service is a plus.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Responsibilities

• Address queries and concerns from panel members.
• Troubleshoot issues reported by panel members.
• Maintain database and conduct quality control validations.
• Perform detailed data checks and reporting.
• Manage household, individual, and technical information.
• Support market research fieldwork.
• Engage and manage technicians to ensure smooth operation.
• Collaborate remotely with team members and cross-functional teams.

Skills

Strong communication skills in English and Chinese

Excellent skills in Microsoft Office, particularly Excel

Exceptional attention to detail

Self-starter with minimal supervision

Prior experience in customer service

Education

Minimum Diploma/Bachelor’s degree in Marketing or relevant field

Tools

Databases

Job description

Overview

We're seeking a proactive and independent Panel Support Specialist to oversee the seamless interaction with our TV and Digital panel members. This role involves managing a variety of tasks, including troubleshooting app/ software challenges faced by panel members, reporting issues to the relevant stakeholders and follow-up per case, conducting re‑training sessions as needed to vendors/ members when needed. Additionally, you'll be supporting in panel communications to run campaigns and boost engagement with panel members.

Responsibilities

• Effectively address queries and concerns from panel members through email and other communication channels. Provide timely and accurate responses, maintaining a high standard of customer service and experience.
• Troubleshoot and address issues reported by panel members (i.e. TV and Digital panels and Content Insights panels)
• Conduct panel member database maintenance and quality control validations from time to time to ensure
• Perform detailed data checks and reporting, highlighting any discrepancies or potential issues
• Support in managing database of household, individual and technical information
• Support in market research fieldwork to collect media consumption and annual updates on social demographic information from panel members
• Proactively engage and manage technicians/part‑timers to ensure operation runs smoothly
• Comfortable collaborating remotely with fellow team members and with cross‑functional teams within the organization, such as market researchers, data processing, and technical teams, to gather insights and information required

Qualifications

• Strong communication skills in both spoken English and Chinese, with comfort interacting with panel members over the phone. Additional language proficiency i.e. Malay language is a plus
• Minimum Diploma/Bachelor’s degree in Marketing, business administration or other relevant field or equivalent practical experience
• Excellent skills in Microsoft Office, particularly Excel
• Basic knowledge of databases welcomed, how they are managed, and store data, understanding of relational database
• Exceptional attention to detail and ability to manage multiple tasks effectively
• Ability to thrive in a fast‑paced environment and work collaboratively in a remote team settin
• A self‑starter and able to perform well with minimal supervision
  Good level of numeracy and logical comprehension.
• Prior experience in customer service, consumer/digital panel management, market research fieldwork and analysis is advantageous
• Candidates with solid experience in BPO, especially those with call centre backgrounds, are encouraged to apply.

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee‑Assistance‑Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state‑of‑the‑art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit https://nielseniq.com/global/en/news-center/diversity-inclusion