Job Description

Role Summary

PractoPal is seeking a

Customer Support Specialist with an optical or optometry background

to our clients.

This role is primarily customer support-focused, requiring strong understanding of optical workflows, prescriptions, and retail operations. The position also provides exposure to product operations and offers a

career progression pathway into sales or account management

for high-performing candidates.

This role is suitable for opticians or optical professionals who wish to transition from frontline retail into a regional, technology-enabled role.

Key Responsibilities

1. Customer Support

Provide day-to-day support to optical retailers using PractoPal Respond to customer queries via WhatsApp, email, and support channels Assist clients with system navigation, workflows, and troubleshooting Guide users on optical-related workflows including: Customer and patient records Spectacle and contact lens prescriptions POS, sales transactions, and inventory processes Support onboarding and post-go-live assistance for new clients Communicate professionally with clients across Singapore, Malaysia, and regional markets

2. Product & Operations Support

Assist the Product Manager with data processing and verification tasks Review and validate uploaded data including: Customer records Prescription data Product and SKU information Identify recurring issues and provide structured feedback for product improvement Support documentation and internal process updates where required

3. Sales Support & Career Development

Support the sales team with product explanations and basic walkthroughs Assist with inbound enquiries from optical retailers in Malaysia Identify potential sales opportunities during customer interactions Participate in product training to build commercial understanding
High-performing candidates may progress into:

Sales Executive Account Manager Regional Business Development roles

Mandatory Requirements

Optical or optometry-related background is required, including one or more of the following: Diploma or Degree in Optician/Optometry Qualified Optician Experience working in an optical retail store or optical clinic Good understanding of: Spectacle prescriptions Contact lens parameters Optical retail and clinical workflows Comfortable using software systems and digital tools Strong communication and interpersonal skills

Language Requirements

English -- required Bahasa Malaysia -- preferred Mandarin Chinese -- advantageous

Work Arrangement

Remote / Work-from-home position (Malaysia-based) Candidate must have own laptop and stable internet connection Full-time working arrangement

Career Progression

This role offers a structured pathway for professional growth:

Customer Support Specialist
? Senior Support / Product Specialist
? Sales Executive / Account Manager
? Regional Business Development

Job Type: Contract
Contract length: 12 months

Pay: RM2,500.00 - RM4,500.00 per month

Benefits:

Cell phone reimbursement Flexible schedule Work from home
Work Location: Remote