Product Support Associate

About the Role

Location: Head Office (Ermita, Manila)

Role Type: Full-time

Department: Commercial - Technical

Reporting to: Product Technical Manager

The Product Support Associate is responsible for delivering excellent customer support by managing inquiries, addressing customer needs, and resolving product or service concerns efficiently. The role ensures a positive customer experience through accurate information, timely complaint resolution, proper documentation of interactions, and adherence to the company’s Customer Focus and Excellence standards.

Other responsibilities include:

• Responding to customer inquiries, providing product and service information, and recommending relevant solutions.
• Maintaining accurate customer records and updating account information as needed.
• Resolving customer concerns by identifying issues, providing appropriate solutions, and ensuring timely resolution.
• Gathering and analyzing customer feedback to recommend product or service improvements.
• Preparing reports based on customer interactions and supporting overall team objectives as needed.

To succeed and grow in this role, you will be required to meet the following qualifications:

• Graduate of any Bachelor’s degree
• Fresh graduates, preferably with internship/training experience in a customer service-related field

About FELCO

Firefly Electric and Lighting Corporation (FELCO) started in 2001 with a simple goal: to make quality lighting and electrical products available and affordable for every Filipino. From homes to businesses, we continue to offer practical solutions that help power everyday life.

Our brands Firefly, ROYU, ECOLum, Herks, and Xpert are each designed to bring comfort, safety, and convenience into Filipino homes. Alongside our own brands, we partner with respected global names such as CHiNT, ABB, and DCK, giving our customers access to a wide range of everyday and specialized solutions.

We work closely with designers, engineers, contractors, retailers, institutions, and developers, building partnerships that help us understand real needs and respond with the right solutions.