Panel Support Specialist (Mandarin Speaker -Customer Support) at Nielsen

Bandar Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, MediaIndustries

Requirements

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, 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 setting
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 center backgrounds, are encouraged to apply

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 accuracy
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
Oversee seamless interaction with TV and Digital panel members, including troubleshooting app/software challenges, reporting issues to relevant stakeholders and follow-up per case, conducting re-training sessions as needed to vendors/members
Support in panel communications to run campaigns and boost engagement with panel members

Skills

Customer Support

Troubleshooting

Mandarin

English

Panel Management

Data Validation

Market Research

Communication

Database Maintenance

Reporting

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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