GDS Expert - Client Support

Company 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 Description

• Research, build, and price air itineraries in GDS — accurately, and with same-day turnaround
• Treat 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 confidently
• Identify and act on upsell opportunities (cabin class, added segments) within policy, and pursue every requested segment, including lower-commission ones
• Issue tickets and perform full quality control — fare, ticket, invoice, seat assignments, and special requests — on every booking
• Process refunds, exchanges, and reissues accurately and in line with standard procedure
• Monitor assigned bookings daily for airline schedule changes, assess real impact on the client's trip, and resolve issues calmly and quickly
• Partner closely with Destination Experts so air bookings align seamlessly with each client's land/tour/cruise itinerary
• Manage phone, Teams, email, and CRM channels within a 2-hour Service Level Agreement, prioritizing urgent and time-sensitive requests
• Keep bookings and files airtight — accurate, timely documentation in TMT, internal trackers, and Excel reports
• Stay current on airline rules, routes, and regulations affecting ticketing, and flag ADX/system errors to IT for resolution

Qualifications

• GDS ticketing experience (ADX and/or Sabre)
• Airline fare and contract knowledge (published, net, and contract fares)
• Oral and written English fluency
• Proven ability to identify and communicate upsell opportunities in a consultative manner
• Strong attention to detail and quality control mindset, with demonstrated accuracy in multi-step ticketing processes
• Excellent customer service skills with the ability to handle objections and resolve issues calmly under pressure
• Proficiency in managing multiple communication channels (phone, email, Teams, CRM systems) simultaneously
• Experience with travel industry systems, booking platforms, and documentation standards (TMT, Excel, or similar tools)

Additional Information

All your information will be kept confidential according to EEO guidelines.