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

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)

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

See also