Social Media Moderator - [Suva]

---

Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

We are seeking a dedicated Social Media Moderator to join our ecommerce team and serve as the frontline guardian of our brand's online presence. This role combines customer service excellence with brand protection, requiring someone who can engage authentically with our community while maintaining professional standards across all social media platforms.

Outcomes

Organisational Stakeholders
1. Community Management
Monitor and moderate comments, messages, and user-generated content across all social media channels including Facebook, Instagram, Twitter, TikTok, YouTube, and emerging platforms. Respond promptly to customer inquiries, complaints, and feedback with empathy and professionalism while maintaining brand voice consistency.
2. Content Moderation
Review and approve user-generated content, ensuring compliance with community guidelines and brand standards. Remove inappropriate content, spam, or potentially harmful posts while documenting incidents for reporting purposes. Escalate serious issues to management and legal teams when necessary.
3. Customer Support Integration
Collaborate closely with customer service teams to resolve product inquiries, order issues, shipping concerns, and return requests through social media channels. Track and document customer interactions to identify recurring issues and improvement opportunities.
4. Crisis Management
Identify potential PR issues early and respond according to established protocols. Deescalate tense situations through thoughtful communication and appropriate escalation when needed. Monitor brand mentions and sentiment across platforms to proactively address concerns.
5. Analytics and Reporting
Track engagement metrics, response times, and resolution rates. Prepare weekly and monthly reports on community health, common issues, and moderation activities. Provide insights on customer sentiment and emerging trends that could impact the business.

Responsibilities - Critical Competencies

Competence	Description
Business
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Promotion	Promote the value of the products/services offered by the organisation.
Quality Focus	Deliver quality.
Professional
Technology Application	Apply technology.

Qualifications

Qualification	Discipline	Notes
Desirable
Diploma	Business Administration, Information Technology, Media, Management or business

Work Knowledge and Experience

1. Previous experience with Brandwise AI or similar AI-powered social media moderation platforms would be an added advantage
2. Knowledge of ecommerce industry trends and AI moderation best practices is desirable
3. Strong written communication skills with excellent grammar and attention to detail
4. Experience with major social media platforms and their native moderation tools
5. Customer service experience, preferably in ecommerce or retail environments
6. Ability to multitask and manage multiple conversations simultaneously
7. Proficiency with social media management tools (Hootsuite, Sprout Social, or similar)
8. Basic knowledge of ecommerce platforms and order management systems
9. Familiarity with analytics tools and reporting software
10. Comfortable with CRM systems and ticket management platforms
11. Exceptional patience and emotional intelligence when dealing with frustrated customers
12. Strong judgment and decision-making abilities for content moderation decisions
13. Ability to remain calm and professional under pressure
14. Cultural sensitivity and awareness of diverse customer backgrounds
15. Multilingual capabilities to serve diverse customer bases (enhanced by Brandwise AI's multi-language support)
16. Experience with influencer relationship management using AI-powered insights is desirable

Requirements

Language Proficiency
Fluency in both written and spoken English
Regulatory Compliance Requirements
Police Clearance

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Empathic	Has the ability to understand somebody else's feelings or difficulties.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Decisive	Reaches conclusions, promptly and firmly.
Well organised	Controls tasks in a well thought out and critical manner.

Apply Now