Company Description:
Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 37 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.
We believe that the best relationships come from trust and value. We call it One Sutherland.
Job Description:
- Handle travel-related service requests through inbound/outbound voice communication.
- Use Amadeus GDS (Cryptic platform) to manage airline bookings, issue/reissue tickets, and process exchanges and refunds.
- Assist with flight cancellations, fare recalculations, and itinerary modifications based on customer needs.
- Review and verify passenger and ticketing information to ensure accuracy and compliance with airline policies.
- Coordinate with airline helpdesks or internal support teams to resolve complex booking/ticketing issues.
- Maintain process quality and SLAs while delivering exceptional customer service.
Additional Information:
- Voluntary/involuntary exchanges
- Refund processing
- Excellent verbal and written communication skills.
- Flexible to work in rotational shifts, including night shifts, weekends, and public holidays.
- Strong problem-solving skills and ability to work in a team-oriented environment.
- Work Experince 18 months travel background
