Kong’s is Australia’s largest pet-focused wholesale and distribution company, committed to improving the lives of pets and the people who care for them. Headquartered in Sydney, we proudly design and develop globally recognised pet care brands, including Aqua One, Avi One, Pet One, Pond One, Reptile One, and Retail One. With more than 10,000 products available across over 5,000 retail stores, we are dedicated to building strong partnerships with retailers and manufacturers while delivering high-quality products and exceptional service.

Our mission is to support pet wellbeing and strengthen the bond between pets and their families.

Role Description

We are seeking a full-time Customer Care Officer to join our team in Ingleburn, NSW. This on-site role is ideal for someone passionate about pets and customer service, who thrives in a fast-paced environment and enjoys problem-solving.

As a Customer Care Officer, you will be the first point of contact for customers, providing outstanding support by handling enquiries, resolving issues, processing requests, and ensuring a positive customer experience. You will work closely with internal teams to support customer needs relating to products, stock, orders, and inventory while building strong relationships that reflect Kong’s commitment to service excellence.

This role requires someone who can work both independently and collaboratively, take initiative, manage competing priorities, and maintain a high level of professionalism and attention to detail.

Key responsibilities

- Provide exceptional customer service and support across phone, email, and internal systems
- Respond to customer enquiries and resolve issues efficiently and professionally
- Process and manage customer orders, stock enquiries, and product-related requests
- Assist with inventory and product management enquiries
- Use ticketing systems and customer management tools to track and resolve cases




- Analyse customer and product information using Microsoft Excel and internal systems
- Build strong relationships with customers, retailers, and internal departments
- Maintain accurate records and ensure timely follow-up on all customer interactions
- Develop product knowledge across a wide range of pet care categories including aquatic, reptile, bird, and small animal products

Qualifications & skills
- Excellent customer service, customer support, and communication skills
- Solid interpersonal skills with the ability to build positive customer relationships
- Ability to work independently and within a team environment
- Self-motivated with strong initiative and a proactive attitude
- Ability to thrive in a fast-paced environment and manage multiple tasks effectively
- Strong problem-solving skills and attention to detail
- Previous experience in customer service or customer care roles preferred
- Experience with stock handling, inventory management, and product enquiries is highly regarded
- Proficiency in Microsoft Excel, ticketing systems, and customer management software
- Ability to analyse data and provide accurate information to customers and internal stakeholders
- Knowledge of aquatic products including tanks, filters, accessories, and pet care equipment is advantageous, or a willingness and curiosity to learn
- A genuine passion for pets and animal wellbeing, including fish, reptiles, birds, and small animals

Why join Kong's?

At Kong’s, you’ll be joining a passionate team that genuinely cares about pets, customer experience, and innovation within the pet industry. If you love animals, enjoy learning about pet products, and want to be part of a supportive and dynamic workplace, we would love to hear from you.

- Whether your passion is aquatic animals, reptiles, birds, or furry companions, this is an opportunity to grow your knowledge and contribute to a company dedicated to improving pet wellbeing across Australia and the world

Benefits

- Employee discount
- Employee mentoring program
- Salary packaging

Work Location: In person

📌 Customer Care Officer (Sydney)
🏢 Kong's Australia
📍 Sydney