- 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; escalate 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.
- 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.
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