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Ecommerce Product Support Specialist

3 weeks ago

Melbourne, Australia Commonwealth Bank Full time

**We are a team of innovative thinkers, solving complex problems with simple solutions**:

- **Together we can find the best outcomes for our teams and customers**:

- **Rotating roster offered 7am to 7pm**

**Do work that matters**

Work within our eCommerce team to be the friendly voice our business customers hear when they contact us. If you’re not already, you’ll become an eCommerce specialist who understands the unique needs of our customers and work to your best ability to find them a solution. We’re looking for someone with flexibility to work evenings, holidays, and occasional overtime when needed. We offer a rotating roster between 7am to 7pm, a supportive training program, and the flexibility to work from home, or from any of our offices around Australia. Our eCommerce Product Team is continually growing and we’re going through a massive digital transformation. We’re looking for experienced specialist to support our frontline teams and business banking customers.

Responsibilities of your role could include:

- Understanding our eCommerce products, including the technical specifications and benefits, and communicate this to our customers
- Making quick, informed decisions under pressure and develop your skills to contribute to an expanding team
- Innovative, focused on efficiency and are able to adapt to new processes quickly
- Support merchant technical personnel, leveraging knowledge and expertise to troubleshoot technical problems and create the best possible merchant experience
- Advise merchants regarding the best implementation practices and also addressing specific merchants’ issues
- Serve as a feedback loop for the organisation, gathering merchant’s feedback, evaluating merchant needs, and communicating these to product and management personnel.

**See yourself in our team**:
As a specialist, you’ll be working within Payment Acceptance group. We support our customers to operate and grow their business, through the provision of innovative payment solutions that help them better engage with their customers and suppliers. The eCommerce Product Team is accountable for the development and optimisation of online acquiring solutions to deliver payment products and services to customers where the cardholder isn’t present. We prioritise our customers and relentlessly improve their experience and solve their needs.

**We want to hear from you if you have**:

- Optimised documentation and help build processes for team and customer support
- Experience working with API’s and Payment experience.
- Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress
- The ability to pick up new technologies quickly and explain complex concepts simply
- A growth mindset with the ability to work flexibly through change and ambiguity
- Risk Mindset - all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks

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Advertising End Date: 11/12/2024