Requirements
Requires GDS ticketing experience (ADX and/or Sabre), knowledge of airline fares and contracts, fluency in English, ability to identify upsell opportunities, strong attention to detail, excellent customer service skills, proficiency in managing multiple communication channels, and experience with travel industry systems like TMT and Excel.
Description
Sutherland is a global leader specializing in AI, automation, cloud engineering, and advanced analytics to drive digital transformation and provide scalable business solutions for top-tier brands worldwide.With a strong emphasis on digital engineering services, we deliver innovative technologies and business process excellence, creating unique value propositions for our clients. Our commitment to innovation is demonstrated by our impressive portfolio of 363 independent inventions, including 250 AI-based solutions with patents in key technologies that continuously enhance business operations and transform user experiences.Sutherland's cutting-edge solutions are delivered through a seamless as-a-service model, enabling rapid innovation and supporting sustainable business growth.Job DescriptionResearch, build, and price air itineraries in GDS — accurately, and with same-day turnaroundTreat every air request as a sales conversation: articulate Kensington Air's value (24/7 service, expertise, seamless coordination with the tour) and address price objections confidentlyIdentify and act on upsell opportunities (cabin class, added segments) within policy, and pursue every requested segment, including lower-commission onesIssue tickets and perform full quality control — fare, ticket, invoice, seat assignments, and special requests — on every bookingProcess refunds, exchanges, and reissues accurately and in line with standard procedureMonitor assigned bookings daily for airline schedule changes, assess real impact on the client's trip, and resolve issues calmly and quicklyPartner closely with Destination Experts so air bookings align seamlessly with each client's land/tour/cruise itineraryManage phone, Teams, email, and CRM channels within a 2-hour Service Level Agreement, prioritizing urgent and time-sensitive requestsKeep bookings and files airtight — accurate, timely documentation in TMT, internal trackers, and Excel reportsStay current on airline rules, routes, and regulations affecting ticketing, and flag ADX/system errors to IT for resolutionQualificationsGDS ticketing experience (ADX and/or Sabre)Airline fare and contract knowledge (published, net, and contract fares)Oral and written English fluencyProven ability to identify and communicate upsell opportunities in a consultative mannerStrong attention to detail and quality control mindset, with demonstrated accuracy in multi-step ticketing processesExcellent customer service skills with the ability to handle objections and resolve issues calmly under pressureProficiency in managing multiple communication channels (phone, email, Teams, CRM systems) simultaneouslyExperience with travel industry systems, booking platforms, and documentation standards (TMT, Excel, or similar tools)Additional InformationAll your information will be kept confidential according to EEO guidelines.