Job Description
Full job description
You are passionate about customer care with experience in eCommerce, looking for a role that suits your lifestyle
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
We offer a rotating roster between 7am and midnight Monday to Sunday. Participation in our on-call roster is preferred, on-call allowance will be paid.
See yourself in our team
As a specialist, you’ll be working within Merchant Solutions , as part of Business Banking (BB) . 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.
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 midnight 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.
We want to hear from you if you have:
Prior technical troubleshooting expertise, especially strong knowledge in payment gateway, technical understanding of APIs
Experience preferably with a card issuer, financial institution, fintech or enterprise software/SaaS platform
Experience with high volume inquires across multiple channels (i.e., chats, IVR or email) to manage technical inquires or incident escalations
Strong focus on collaboration, excellent customer service, and a passion for finding solutions
The ability to pick up new technologies quickly and explain complex concepts simply
Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions
Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800XXXXXX.
Advertising End Date: 19/07/2026
You are passionate about customer care with experience in eCommerce, looking for a role that suits your lifestyle
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
We offer a rotating roster between 7am and midnight Monday to Sunday. Participation in our on-call roster is preferred, on-call allowance will be paid.
See yourself in our team
As a specialist, you’ll be working within Merchant Solutions , as part of Business Banking (BB) . 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.
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 midnight 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.
We want to hear from you if you have:
Prior technical troubleshooting expertise, especially strong knowledge in payment gateway, technical understanding of APIs
Experience preferably with a card issuer, financial institution, fintech or enterprise software/SaaS platform
Experience with high volume inquires across multiple channels (i.e., chats, IVR or email) to manage technical inquires or incident escalations
Strong focus on collaboration, excellent customer service, and a passion for finding solutions
The ability to pick up new technologies quickly and explain complex concepts simply
Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions
Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800XXXXXX.
Advertising End Date: 19/07/2026
💡 Quick Summary
Seeking a career-building opportunity? The Product Support Specialist - eCommerce position is now open for candidates interested in the Bank Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.