AI Concierge Representative

Description

Position Overview

Are you looking for a new opportunity to combine premium hospitality with cutting-edge AI technology? We are looking for strong individuals with shining personalities that have a passion for going the extra mile and building positive client relationships. This role sits at the intersection of luxury concierge service and AI-powered platform support. As a human expert embedded within an AI concierge ecosystem, you will act as both a subject matter expert and the quality backbone for the platform. You will review AI performance, manage complex escalations, and deliver customer service—redefining what exceptional service truly means.

Specific Responsibilities May Include

Customer Service & Escalations

• Handle calls directly, especially for high-value or complex client situations.
• Help the platform hit the ground running by bridging the gap between AI capability and real-world concierge standards.
• Clearly explain AI behavior or service outcomes to clients and internal stakeholders in plain language.
• Manage triage logic, escalation workflows, and determine when human override of AI output is necessary.

AI Quality & Workflow SME

• Review and refine AI training materials and workflows.
• Review call transcripts and interaction logs to provide structured feedback on AI agent performance.
• Provide hands-on feedback on overall concierge platform setup, features, and user experience.
• Review and annotate transcripts to support AI model training and performance improvement.
• Serve as a calibration standard for AI quality benchmarks.

Required Experience, Skills & Competencies

Qualifications & Requirements

• 1–2+ years of experience in concierge, hospitality, luxury travel, lifestyle management, white-glove or consultative customer service, or omnichannel client support.
• Experience in phone and/or chat-based client communication within high-touch environments.
• High school diploma or equivalent required.
• Flexible to work across any shift within a 24/7-style program schedule, including weekends.

Technical Proficiency & Multitasking

• Ability to rapidly learn, navigate, and evaluate AI platform features and tools.
• Real-time multitasking skills - seamlessly servicing clients while evaluating AI output and logging records.
• Comfort working with ambiguous AI outputs and catching tone or factual anomalies.

Problem Solving & Customer Service Mindset

• Applies creative, outside-the-box thinking to resolve complex challenges.
• Fluent in concierge norms (dining, travel, events) with strong adaptation.
• Consultative listening and critical thinking skills to anticipate client needs and deliver tailored recommendations.
• Strong attention to detail and full accountability for final service resolution.

Resilience, Adaptability & Emotional Intelligence

• Polished, composed, and discreet demeanor, especially with high-value or demanding clients.
• Demonstrates emotional resilience, remaining calm and solution-oriented in high-pressure situations.
• Adapts quickly to dynamic environments, platform updates, and evolving processes.
• Thrives both independently and as a collaborative partner within operational teams.

Preferred Experience, Skills & Competencies

• Previous call center experience
• Understanding of LLM/Generative AI behaviors, or experience in UAT, QA, or content annotation.

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.