Customer Success Specialist (Mandarin Speaker)

Join our dynamic market research company at the forefront of Television Audience Measurement team in Singapore (SG-TAM). As a Panel Management Executive at GfK, you'll play a pivotal role in ensuring the smooth operation of our panel management, dedicated to optimizing member compliancy and data accuracy. The successful candidate will be based in Malaysia, working closely as part of Panel Management Team in Singapore, responsible for communication with households in a Singapore research panel, liaising with technicians for installation and maintenance, and data maintenance including quality checks and reports.

Overview: We're seeking a proactive and independent Panel Management Executive to oversee the seamless interaction with our TV and Digital panel members. This role involves managing a variety of tasks, including scheduling routine maintenance visits for TV meters, troubleshooting meter issues, coordinating new installations, and conducting re-training sessions as needed. Additionally, you'll be responsible for meticulous data checks and reporting, flagging any potential issues such as uncovered viewing, meter malfunctions and others. You’ll also have the opportunity to be involved with managing Digital panel of Singapore.

• Schedule routine maintenance visits and installations for TV meters
• Troubleshoot and address issues reported by household members regarding TV meter functionality
• Conduct re-training sessions for households to ensure compliance with participation guidelines
• Perform detailed data checks and reporting, highlighting any discrepancies or potential issues
• Provide weekly report updates on installation counts, pending installations, and any technical or operational challenges faced
• Handle telephone and email enquiries from panel members
• 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

Please take note that the maximum salary for this role is MYR 5,000 - MYR 5,500.

This is a hybrid working environment, with the requirement to be at the office 2 days a week.

Strong communication skills in both spoken English and Chinese, with comfort interacting with panel members over the phone. Additional language proficiency, such as Malay, is a plus.

Minimum of a Diploma/Bachelor’s degree in Marketing, Business Administration, or other relevant fields, or equivalent practical experience.

Excellent skills in Microsoft Office, particularly Excel.

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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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion