Travel Consultant

Company: Sutherland Global

Location: Airoli, Navi Mumbai

Work Mode: Work From Office

Interview Process: Virtual

Employment Type: Full-Time

Experience: Minimum 2 Years in Relevant Travel Industry Experience

Working Days: 5 Days a Week

Shift: Rotational Shifts

Weekly Off: Rotational

Position Overview

Sutherland Global is looking for an experienced Travel Consultant – After-Hours / Emergency Support to provide professional travel assistance and customer support during non-standard business hours.

The role involves handling travel bookings, ticketing, itinerary changes, disruptions, and emergency travel-related requests for business and leisure travelers. The ideal candidate should have strong GDS knowledge, excellent communication skills, and the ability to make accurate decisions in time-sensitive situations.

Key Responsibilities

- Act as the first point of contact for travel-related customer inquiries and emergency requests.
- Assist customers with bookings, ticketing, reissues, exchanges, and itinerary changes.
- Handle travel disruptions, schedule changes, and Irregular Operations (IROPs) efficiently.
- Interpret airline policies, fare rules, and applicable travel regulations.
- Maintain accurate records of customer interactions, call summaries, and follow-up actions.
- Manage queues and provide quotations and other operational support as required.
- Coordinate with suppliers, Destination Management Companies (DMCs), and internal teams to resolve customer requirements.
- Follow established service levels, productivity targets, quality standards, and company procedures.
- Stay updated with airline policies, travel industry practices, and relevant operational procedures.
- Handle customer situations professionally,



particularly during urgent or high-pressure scenarios.

Required Experience & Qualifications
- Minimum 2 years of relevant experience in the travel industry.
- Experience in leisure travel or corporate travel is preferred.
- Experience in after-hours, emergency travel support, or travel-related customer service is an advantage.
- Strong knowledge of travel booking and ticketing processes.
- Excellent verbal and written communication skills.
- Strong customer service and problem-solving abilities.

Technical Skills
- Hands-on experience with GDS systems , particularly Sabre and Amadeus .
- Knowledge of ticketing, reissues, exchanges, and fare construction.
- Understanding of BSP (Billing and Settlement Plan) processes.
- Experience handling commissions for Canadian and United States point-of-sale .
- Working knowledge of air, hotel, car, and package bookings.

Operational Expertise
- Experience handling IROPs and airline schedule changes .
- Ability to manage urgent travel disruptions and provide timely alternatives.
- Understanding of corporate travel policies and client-specific booking requirements.
- Ability to work with global suppliers and internal stakeholders.

Core Competencies
- Excellent communication and interpersonal skills.
- Strong analytical and decision-making abilities.
- Ability to remain calm and qualified in high-pressure situations.
- Strong attention to detail and accuracy.
- Excellent organizational and time-management skills.
- Ability to work independently with minimal supervision.
- Strong teamwork and collaboration skills.

How to Apply Interested candidates with relevant travel industry and GDS experience can apply through LinkedIn with an updated resume or share your CV at (phone hidden)

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