Commonwealth Bank
eCommerce Product Support Specialist
To empower our people and the communities in which we work and making sustainable, transparent and balanced business decisions.
Customer Support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Commonwealth Bank
We really love working here, and we think you will too. Diversity, flexibility and innovation are just some of the reasons why our people come to work every day.
Our team includes around 45,000 people from all walks of life, with different goals, experiences, and perspectives. At CommBank we’ll encourage and support you to be yourself. This is a place where you can feel confident expressing who you really are; where you belong because of your uniqueness.
About the role
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, weekends, holidays, and occasional overtime when needed. We offer a rotating roster between 7am to 7pm Monday to Sunday, 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 specialists 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
- Provide a world-class customer support experience to frontline teams and customers over the phone
- Be responsible for risk management activities such as running controls, resolving and providing support throughout remediation’s, outages and incidents
- Handle support requests that come through to our team in a professional and timely manner
- Communicate complex issues to appropriate service owners or departments to determine and recommend appropriate courses of action
- Have an opportunity to learn how eCommerce operates from the ground up, make a real impact on the future of the organisation and become an advocate of our products. See yourself in our team As a specialist, you’ll be working within Merchant Solutions. 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:
- Experience with high volume communications across live chats or email and technical troubleshooting (gateway / API related issues)
- Optimized documentation and help build processes for team and customer support
- The ability to pick up new technologies quickly and explain complex concepts simply
- Well-developed communication, relationship management and presentation skills with the ability to influence and maintain strong relationships
- 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 risk
What you'll be responsible for
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Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
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Complaints Resolution
Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences
Skills you'll need
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Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.