- Fri Dec 12, 2025 3:56 pm#11271
Prepare for the Customer Support Executive role at Explore Next Information Limited (EXNIN) by following the steps below. The guidance covers understanding the job, developing the required skills, assembling application documents, and performing well in the interview and any practical assessments.
1. Understand the Role and Its Key Duties
- The position combines traditional call‑center responsibilities with live‑video hosting on social media platforms (LinkedIn, YouTube, Instagram, Facebook).
- You will handle inbound and outbound calls, resolve complaints, keep accurate records, and manage queries across phone, email, live chat, and Facebook.
- You must also act as a presenter for promotional programs, appearing on camera and delivering live video content.
- The job is full‑time, office‑based in Mirpur 1, Dhaka, with a salary range of Tk. 10,000‑15,000 per month plus bonuses and yearly review.
2. Match Your Qualifications to the Requirements
- Age: 20‑32 years, female candidates only.
- Education: Minimum a Bachelor’s degree (Honors acceptable); Master’s degree also welcomed.
- Experience: 1‑2 years in IT‑enabled services, call centre, school/coaching centre, or EdTech startup.
- Core skills: Call handling, customer service, complaint resolution, data entry in English and Bengali, Microsoft Excel/Office, live video presentation, and social‑media hosting.
- Additional preferred skills: Customer Relationship Management, CRM tools, and any experience with Facebook Live or similar streaming services.
3. Build or Refresh Required Skills
*Call‑Center & Customer Service*
- Practice answering phone calls with a friendly, clear tone.
- Role‑play typical inbound scenarios (course inquiries, technical issues, payment problems).
- Conduct mock outbound calls for follow‑ups or promotional outreach.
*Complaint Handling*
- Study the “three‑step” framework: Acknowledge, Investigate, Resolve.
- Prepare examples from past jobs where you turned a dissatisfied customer into a satisfied one within a set time limit.
*Data Entry & Documentation*
- Refresh typing speed (aim for at least 40 wpm) and accuracy in both English and Bengali.
- Familiarize yourself with simple CRM entry formats; practice documenting conversations in a concise, chronological way.
*Live Video Hosting*
- Set up a basic home studio: good lighting, quiet background, and a stable internet connection.
- Practice speaking to a camera for 5‑10 minutes, focusing on clear diction, eye contact, and pacing.
- Record yourself on each platform’s live interface (Facebook Live, Instagram Live, YouTube Live) to learn platform‑specific controls.
- Review recordings and note any pauses, filler words, or technical glitches; improve iteratively.
*Presentation & Visual Aids*
- Learn to create simple slide decks (PowerPoint or Google Slides) that complement live demos.
- Practice switching between slides and live camera smoothly.
*Microsoft Excel & Office*
- Brush up on basic Excel functions (sorting, filtering, VLOOKUP, pivot tables) as they may be used for reporting call metrics.
- Ensure you can create a professional email response template in Outlook or Gmail.
4. Gather Application Materials
- Updated resume highlighting: education, relevant experience (call centre, EdTech, live streaming), specific tools (CRM, MS Office, social media platforms), and achievements (e.g., reduced average handling time, increased live viewership).
- A short cover letter addressed to the hiring manager, stating why you are a good fit for the combined customer‑support and live‑hosting responsibilities.
- Copies of academic certificates (Bachelor’s or Master’s) and any relevant training certificates (e.g., Customer Service Excellence, Video Production).
- A portfolio or links to any prior live‑video work (YouTube channel, Facebook Live videos, Instagram Live highlights). If you have no public work, create two short sample videos (2‑3 minutes each) – one handling a mock customer query, the other presenting a promotional segment for an online course.
- Two professional references (preferably supervisors from call centre or EdTech roles) with contact details.
5. Prepare for the Interview Process
*Research the Company*
- Visit the company address (264/4‑A, Middle Pirerbag, Mirpur, Dhaka) if possible to get a feel for the office environment.
- Review EXNIN’s website and social‑media pages to understand the courses they offer, their target audience, and the tone of their existing video content.
*Anticipate Common Questions*
- “Describe a time you turned an upset customer into a satisfied one.”
- “How do you prioritize multiple channels (phone, email, chat, social media) during a busy shift?”
- “What steps do you take to prepare for a live broadcast?”
- “How comfortable are you appearing on camera and handling technical glitches live?”
*Prepare STAR Stories*
- Situation: context of the challenge.
- Task: your responsibility.
- Action: steps you took.
- Result: measurable outcome (e.g., “Reduced average complaint resolution time by 20 %”).
*Practical Demonstration*
- Expect a short live‑video test. Be ready to log into a platform (e.g., Zoom, Facebook Live) and present a 2‑minute pitch for a sample course.
- Ensure your background is tidy, lighting is even, and you have a headset or good microphone.
*Body Language & Dress*
- Dress business‑casual (blouse, blazer, neat trousers).
- Maintain eye contact, smile, and sit upright.
6. Day‑Before the Interview
- Verify the interview location, travel time, and parking or public‑transport options.
- Charge all devices (phone, laptop, tablet) and bring a charger.
- Print extra copies of your resume, cover letter, certificates, and reference list.
- Re‑watch your sample live videos and note any talking points you want to emphasize.
7. On the Interview Day
- Arrive 10‑15 minutes early.
- Greet the receptionist politely; ask for the interviewer's name if you don’t already know it.
- When asked about the role, emphasise your blend of call handling expertise and confidence in front of a camera.
- Mention your familiarity with the specific platforms EXNIN uses (LinkedIn, YouTube, Instagram, Facebook).
- Highlight any metrics you have achieved (e.g., “Handled an average of 60 calls per shift with a 95 % satisfaction rating”).
- Show enthusiasm for EdTech and the opportunity to help learners by delivering engaging live sessions.
8. Post‑Interview Follow‑Up
- Send a thank‑you email within 24 hours, reiterating your interest and summarizing how your skills match the job’s dual focus.
- Attach the link to your video portfolio again as a reminder.
9. Ongoing Skill Development (If You Get the Job)
- Enroll in a short online course on live streaming best practices (e.g., “Live Video Production for Social Media”).
- Learn basic video editing (trim, add subtitles) to quickly polish recordings before uploading.
- Study EXNIN’s existing live sessions to adopt their style and tone while adding your personal flair.
- Stay updated on new features of the social‑media platforms you’ll host on, as they often release new interactive tools (polls, Q&A, stickers) that can enhance audience engagement.
10. Key Success Factors for This Position
- Consistently high customer satisfaction scores and low complaint escalation rates.
- Ability to switch seamlessly between phone support and live‑video hosting without compromising quality.
- Strong written communication for documenting calls and responding to emails/chats.
- Professional on‑camera presence that reflects the brand’s image and keeps viewers engaged.
By following the steps above, you will be well‑prepared to apply for the Customer Support Executive role at Explore Next Information Limited and to succeed in the interview and subsequent job responsibilities. Good luck!
1. Understand the Role and Its Key Duties
- The position combines traditional call‑center responsibilities with live‑video hosting on social media platforms (LinkedIn, YouTube, Instagram, Facebook).
- You will handle inbound and outbound calls, resolve complaints, keep accurate records, and manage queries across phone, email, live chat, and Facebook.
- You must also act as a presenter for promotional programs, appearing on camera and delivering live video content.
- The job is full‑time, office‑based in Mirpur 1, Dhaka, with a salary range of Tk. 10,000‑15,000 per month plus bonuses and yearly review.
2. Match Your Qualifications to the Requirements
- Age: 20‑32 years, female candidates only.
- Education: Minimum a Bachelor’s degree (Honors acceptable); Master’s degree also welcomed.
- Experience: 1‑2 years in IT‑enabled services, call centre, school/coaching centre, or EdTech startup.
- Core skills: Call handling, customer service, complaint resolution, data entry in English and Bengali, Microsoft Excel/Office, live video presentation, and social‑media hosting.
- Additional preferred skills: Customer Relationship Management, CRM tools, and any experience with Facebook Live or similar streaming services.
3. Build or Refresh Required Skills
*Call‑Center & Customer Service*
- Practice answering phone calls with a friendly, clear tone.
- Role‑play typical inbound scenarios (course inquiries, technical issues, payment problems).
- Conduct mock outbound calls for follow‑ups or promotional outreach.
*Complaint Handling*
- Study the “three‑step” framework: Acknowledge, Investigate, Resolve.
- Prepare examples from past jobs where you turned a dissatisfied customer into a satisfied one within a set time limit.
*Data Entry & Documentation*
- Refresh typing speed (aim for at least 40 wpm) and accuracy in both English and Bengali.
- Familiarize yourself with simple CRM entry formats; practice documenting conversations in a concise, chronological way.
*Live Video Hosting*
- Set up a basic home studio: good lighting, quiet background, and a stable internet connection.
- Practice speaking to a camera for 5‑10 minutes, focusing on clear diction, eye contact, and pacing.
- Record yourself on each platform’s live interface (Facebook Live, Instagram Live, YouTube Live) to learn platform‑specific controls.
- Review recordings and note any pauses, filler words, or technical glitches; improve iteratively.
*Presentation & Visual Aids*
- Learn to create simple slide decks (PowerPoint or Google Slides) that complement live demos.
- Practice switching between slides and live camera smoothly.
*Microsoft Excel & Office*
- Brush up on basic Excel functions (sorting, filtering, VLOOKUP, pivot tables) as they may be used for reporting call metrics.
- Ensure you can create a professional email response template in Outlook or Gmail.
4. Gather Application Materials
- Updated resume highlighting: education, relevant experience (call centre, EdTech, live streaming), specific tools (CRM, MS Office, social media platforms), and achievements (e.g., reduced average handling time, increased live viewership).
- A short cover letter addressed to the hiring manager, stating why you are a good fit for the combined customer‑support and live‑hosting responsibilities.
- Copies of academic certificates (Bachelor’s or Master’s) and any relevant training certificates (e.g., Customer Service Excellence, Video Production).
- A portfolio or links to any prior live‑video work (YouTube channel, Facebook Live videos, Instagram Live highlights). If you have no public work, create two short sample videos (2‑3 minutes each) – one handling a mock customer query, the other presenting a promotional segment for an online course.
- Two professional references (preferably supervisors from call centre or EdTech roles) with contact details.
5. Prepare for the Interview Process
*Research the Company*
- Visit the company address (264/4‑A, Middle Pirerbag, Mirpur, Dhaka) if possible to get a feel for the office environment.
- Review EXNIN’s website and social‑media pages to understand the courses they offer, their target audience, and the tone of their existing video content.
*Anticipate Common Questions*
- “Describe a time you turned an upset customer into a satisfied one.”
- “How do you prioritize multiple channels (phone, email, chat, social media) during a busy shift?”
- “What steps do you take to prepare for a live broadcast?”
- “How comfortable are you appearing on camera and handling technical glitches live?”
*Prepare STAR Stories*
- Situation: context of the challenge.
- Task: your responsibility.
- Action: steps you took.
- Result: measurable outcome (e.g., “Reduced average complaint resolution time by 20 %”).
*Practical Demonstration*
- Expect a short live‑video test. Be ready to log into a platform (e.g., Zoom, Facebook Live) and present a 2‑minute pitch for a sample course.
- Ensure your background is tidy, lighting is even, and you have a headset or good microphone.
*Body Language & Dress*
- Dress business‑casual (blouse, blazer, neat trousers).
- Maintain eye contact, smile, and sit upright.
6. Day‑Before the Interview
- Verify the interview location, travel time, and parking or public‑transport options.
- Charge all devices (phone, laptop, tablet) and bring a charger.
- Print extra copies of your resume, cover letter, certificates, and reference list.
- Re‑watch your sample live videos and note any talking points you want to emphasize.
7. On the Interview Day
- Arrive 10‑15 minutes early.
- Greet the receptionist politely; ask for the interviewer's name if you don’t already know it.
- When asked about the role, emphasise your blend of call handling expertise and confidence in front of a camera.
- Mention your familiarity with the specific platforms EXNIN uses (LinkedIn, YouTube, Instagram, Facebook).
- Highlight any metrics you have achieved (e.g., “Handled an average of 60 calls per shift with a 95 % satisfaction rating”).
- Show enthusiasm for EdTech and the opportunity to help learners by delivering engaging live sessions.
8. Post‑Interview Follow‑Up
- Send a thank‑you email within 24 hours, reiterating your interest and summarizing how your skills match the job’s dual focus.
- Attach the link to your video portfolio again as a reminder.
9. Ongoing Skill Development (If You Get the Job)
- Enroll in a short online course on live streaming best practices (e.g., “Live Video Production for Social Media”).
- Learn basic video editing (trim, add subtitles) to quickly polish recordings before uploading.
- Study EXNIN’s existing live sessions to adopt their style and tone while adding your personal flair.
- Stay updated on new features of the social‑media platforms you’ll host on, as they often release new interactive tools (polls, Q&A, stickers) that can enhance audience engagement.
10. Key Success Factors for This Position
- Consistently high customer satisfaction scores and low complaint escalation rates.
- Ability to switch seamlessly between phone support and live‑video hosting without compromising quality.
- Strong written communication for documenting calls and responding to emails/chats.
- Professional on‑camera presence that reflects the brand’s image and keeps viewers engaged.
By following the steps above, you will be well‑prepared to apply for the Customer Support Executive role at Explore Next Information Limited and to succeed in the interview and subsequent job responsibilities. Good luck!
