Panel Relations Coordinator II (Call Center Customer Service - Mandarin)

• 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.

Department: Customer Support & Implementation (Post Sales)
Function: Other
Experience Level: Not Applicable