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
- 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.
Skills Required
- 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 consultatively
- Strong attention to detail and quality control in multi-step ticketing processes
- Excellent customer service skills and ability to handle objections under pressure
- Proficiency managing phone, email, Teams, and CRM channels simultaneously
- Experience with travel industry systems, booking platforms, and documentation standards (TMT, Excel, or similar)
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
