Customer Support Executive

Air IQ; Siliguri; On-site; INR 420,000 - 620,000; Full time

Benefits offered by this job

Health insurance

Provident fund

Food allowance

Job summary

AirIQ is seeking a B2B Travel Sales & Customer Support Executive to manage relationships with travel agents, tour operators, and DMCs for international flights and hotels. You will handle queries, coordinate with internal teams, and drive revenue through new and existing partner accounts.

The role requires 2+ years in travel, strong product knowledge, and excellent communication across calls, WhatsApp, and email.

Qualifications

• Minimum 2+ years in travel industry, preferably B2B.
• Strong knowledge of international flight bookings and hotel inventory.
• Experience handling travel agents, tour operators, and DMCs.
• Proficient in calls, WhatsApp, and email communication.

Responsibilities

• Identify and develop relationships with travel agents, tour operators, DMCs for international leisure business.
• Research destinations such as Vietnam, Dubai, Malaysia, Thailand, Singapore, Bali and other international markets.
• 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 with prospective and existing partners to convert leads and increase business.
• Coordinate with internal teams for resolution of operational, booking, payment, ticketing, and service-related issues.
• Maintain records of leads, customer interactions, follow-ups, bookings, queries and resolutions.

Skills

B2B sales

Customer support

Relationship management

International travel knowledge

Negotiation skills

Communication skills

Lead generation

Ticketing coordination

Tools

GDS experience

Job description

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