Walk-in || Customer Support Executive

Job Titles- B2B Travel Sales & Customer Support Executive (International Flights & Hotels)

Company: AirIQ 365 Limited
Department: B2B Travel Sales / Customer Support
Location: Siliguri
Experience: 2+ Years
Employment Type: Full-Time

About the Role:

AirIQ 365 Limited is looking for an experienced B2B Travel Sales & Customer Support Executive to manage relationships with travel agents, tour operators, and DMCs while supporting their queries related to international flights, hotels, bookings, and ticketing.

The role involves a combination of B2B sales, travel-agent relationship management, customer support, ticketing coordination, and query resolution. The ideal candidate should have strong knowledge of international travel products and the ability to build long-term relationships with travel partners.

Key Responsibilities:

B2B Travel Sales & Business Development

• Identify and develop relationships with travel agents, tour operators, DMCs, and other B2B travel partners for international leisure business.
• Research and identify operators selling destinations such as Vietnam, Dubai, Malaysia, Thailand, Singapore, Bali, and other international leisure destinations.
• Generate new business through calls, WhatsApp, email, references, online research, and other channels.
• Pitch AirIQ's international flight and hotel products based on partner requirements.
• Understand partner requirements and recommend suitable flight, hotel, and travel products.
• Handle objections related to pricing, availability, competition, and product suitability.
• Build and maintain strong relationships with travel agents to generate repeat bookings and account growth.
• Follow up regularly with prospective and existing partners to convert leads and increase business.

Customer Support & Query Resolution

• Communicate with travel agents to resolve queries and complaints related to air tickets, bookings, cancellations, amendments, refunds, and other travel-related services through calls and emails.
• Provide timely and accurate responses to travel-agent queries.
• Coordinate with relevant internal teams for resolution of operational, booking, payment, ticketing, and other service-related issues.
• Navigate airline websites, supplier portals, email platforms, and other travel systems for various operational activities.
• Coordinate with airline support teams for required activities and updates related to PNRs.
• Ensure proper follow-up on open queries until resolution and keep the concerned travel partner informed.
• Ensure proper handover of assigned tasks and pending cases whenever required.
• Maintain accurate records of leads, customer interactions, follow-ups, bookings, queries, and resolutions.
• Perform other duties and responsibilities assigned by the reporting manager.

KRA / KPI:

• New B2B travel partners identified and contacted.
• New active travel agents, tour operators, and DMCs acquired.
• International flight and hotel sales revenue generated.
• Qualified lead-to-active-partner conversion.
• Repeat bookings and booking frequency.
• Revenue growth from existing accounts.
• Timely resolution of travel-agent queries.
• Quality and turnaround time of customer support.
• Effective follow-up and closure of pending cases.
• Accuracy of lead, account, booking, and support records.

Requirements:

• Minimum 2+ years of experience in the travel industry, preferably in B2B sales, travel operations, customer support, or travel-agent servicing.
• Strong understanding of international flight bookings, airfares, ticketing, PNRs, cancellations, amendments, refunds, and hotel inventory.
• Good knowledge of international leisure destinations, particularly Vietnam, Dubai, Malaysia, Thailand, Singapore, Bali, and similar markets.
• Strong communication and relationship-management skills.
• Good negotiation, objection-handling, follow-up, and problem-solving abilities.
• Ability to identify potential travel partners and convert them into active business accounts.
• Comfortable communicating with travel agents through calls, WhatsApp, and email.
• Ability to work with airline websites, supplier portals, email platforms, and travel-related systems.
• Existing B2B travel-agent / tour-operator network will be an added advantage.
• Candidates with GDS experience will be preferred.

Key Competencies:

• B2B Sales & Business Development
• Travel Agent Relationship Management
• International Flight & Hotel Knowledge
• Customer Support & Query Resolution
• Negotiation & Objection Handling
• Communication & Follow-up
• Problem Solving
• Account Management
• Sales Conversion & Revenue Generation
• Attention to Detail

Role Expectations:

The candidate should be comfortable working in a target-driven B2B travel environment, managing multiple travel partners simultaneously, and coordinating with internal and external stakeholders to ensure both business growth and high-quality partner support.

Perks and benefits

Health insurance, Provident fund, Food allowance