Offshore GDS Expert (Sabre Only) - Client Support - English Speaker

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.

Responsibilities

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

Requirements

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)