Junior Community Moderator at Hello Group

Description    

• Hello Group is seeking to appoint a Junior Community Moderator reporting to the Call Centre Manager and will look after Hello Paisa's online communities and social media pages. The role responds to customer comments and messages, keeps conversations respectful and on brand and escalates issues to the right team so customers get a quick and helpful answer. 
• Hello Group is a South African company with a bold mission: to create game-changing integrated consumer and business services for migrant and marginalized communities. Our focus is on providing low-cost, easily accessible, and simple-to-use financial solutions, all powered by cutting-edge technology.

What Hello Group Offers

• Onsite Barista – Because life’s too short for bad coffee! 
• Exciting Team Events – Work hard, play harder! 
• Teambuilding Activities – Get to know your teammates beyond the screen!
• A Culture That Feels Like Family – No corporate robots here—just real people doing great things! 
• A Top-Notch Office Space – Where inspiration meets innovation. 

Duties and Responsibilities    

• Monitor Facebook and other brand social media pages and inboxes throughput the working day. 
• Respond to customer queries, comments and messages promptly, accurately and in the company's tone of voice. 
• Moderate community content: hide or remove spam, abusive or inappropriate posts in line with community guidelines. 
• Escalate complex queries, complaints and potential brand risks to the relevant team or the Call Centre Manager. 
• Log customer interactions and capture recurring issues or trends for reporting. 
• Provide basic administrative support to the Call Centre team, including updating records and compiling simple reports. 
• Follow company policies on customer data, privacy and social media conduct. 

Minimum Requirements    

Skills & Competencies

• Clear, professional written communication. 
• Empathy and patience when dealing with upset or frustrated customers. 
• Good judgement on what to answer, hide or escalate. 
• Attention to detail and accuracy. 
• Ability to work under pressure and manage multiple conversations at once. 
• Teamwork and willingness to learn.

Qualifications & Experience

• Diploma/Certificate in Marketing, Communications or Related Field. 
• Short course or certificate in Social Media or Community Management. 
• Experience moderating online communities or social media pages (Facebook, Instagram, TikTok, etc). 
• Experience working in a Call Centre Environment. 
• National Senior Certificate (Grade 12). 
• 1 - 2 years' experience in customer service. 
• Administration experience. 
• Working knowledge of the MS Office Suite. 
• Working knowledge of Meta Business Tools. 

Closing Date    

• 2027/01/19