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

About the role

Nielsen is hiring a Panel Relations Coordinator II in Penang, a hands-on individual-contributor position combining panel recruitment, participant support, record keeping and appointment coordination. The role builds and maintains trusted relationships with panel households and participants, and escalates technical, behavioural or service issues so that panel quality, cooperation, response rates and operational targets are met. It does not cover panel strategy, compensation decisions or people management.

Key responsibilities

• Recruit and onboard eligible panel households or participants by phone, digital and face-to-face methods, explaining Nielsen's research purpose.
• Maintain professional relationships with panel households throughout participation.
• Handle panelist enquiries using standard procedures, scripts and escalation paths, and manage complex relationships and escalations.
• Maintain accurate household details, demographics, consent records and interaction history in designated systems.
• Provide first-level support on equipment and procedures, escalating technical issues to Field or Technical teams.

Required profile

• Minimum SPM, STPM, certificate, diploma or equivalent.
• 1-3 years of experience in customer service, sales, call centre, field operations, market research or public-facing roles.
• Malaysian citizenship.
• Fluency in English and Bahasa Malaysia; Mandarin or other local language skills preferred.
• Able to make difficult decisions within policy, with strong relationship-building, objection-handling and conflict-resolution skills.
• Willingness to travel regularly across assigned territories and a valid driver's licence with own reliable transport, preferably a car.