Social Media Moderator - Suva
- Pacific Centrecom Fiji Limited
- Suva, Fiji
- Jun 09, 2025
Job Description & Skills/Qualifications Required
About Us
Centrecom (Fiji) Limited is a joint venture organization that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outsourcing contact centre and back-office services to both local and international clients 24/7.
Our “Centre of Excellence” has engaged state-of-the-art technology to ensure the highest quality of customer service can be achieved and sustained into the future.
The Role - Social Media Moderator - Suva
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.
Key Responsibilities
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.
Experience and Skills
- Strong written communication skills with excellent grammar and attention to detail
- Experience with major social media platforms and their native moderation tools
- Customer service experience, preferably in ecommerce or retail environments
- Ability to multitask and manage multiple conversations simultaneously
Technical Requirements
- Proficiency with social media management tools (Hootsuite, Sprout Social, or similar)
- Basic knowledge of ecommerce platforms and order management systems
- Familiarity with analytics tools and reporting software
- Comfortable with CRM systems and ticket management platforms
Personal Attributes
- Exceptional patience and emotional intelligence when dealing with frustrated customers
- Strong judgment and decision-making abilities for content moderation decisions
- Ability to remain calm and professional under pressure
- Cultural sensitivity and awareness of diverse customer backgrounds
Remuneration and Benefits
- A secure career with a strong fast-growing company
- Competitive salary package
- Medical Insurance
- Access to discounted travel
- Ongoing career development and training
- Work in a fun and supportive team
Application Process
For more details and to apply for the job, please refer to the link below.
Applications are closing on Friday 20th June 2025
Job Functions
Industry
Other Information (Attachments)
The company currently employs in excess of 2,000 employees globally: Centrecom Malta comes with brand new premises that cater for 450+ workstations; Centrecom Fiji has a newly expanded location which caters for 200 workstations; and Centrecom offices in the USA, Australia, New Zealand, Libya and Morocco, cater for an additional 100 workstations.
Our dynamic team, together with the global reach of our offices’ location, remain our most valuable asset, allowing us the flexibility to cater for a 24/7 cost-effective solution bringing together a range of quality-driven services. We assure the highest levels of proficiency by employing high quality employees that are either native speakers or second language speakers, and have all the required skillset to support our clients across the different business sectors.