GDS Expert - Client Support
Company: Sutherland
Role summary
GDS Expert - Client Support is a role at Sutherland in Cairo, Cairo, Egypt (on-site). Posted 2026-08-12. Experience level: 2-5.
- Job title
- GDS Expert - Client Support
- Company
- Sutherland
- Location
- Cairo, Cairo, Egypt
- Work arrangement
- on-site
- Category
- Software Engineering
- Experience level
- 2-5
- Date posted
- 2026-08-12
Job description
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.