Daniel Eriom
@danieleriom
Customer service advisor at FARFETCH who resolved customer queries across channels and maintained a 95–100% CSAT score.
PortugalWhat I'm looking for
At FARFETCH, I was a Customer Service Advisor and the first point of contact for customers by phone, live chat, email, and case queues. I guided customers through orders and payment questions, coordinated pickup rescheduling, and escalated complex cases with clear notes.
I maintained a 95–100% CSAT score while handling customer touchpoints across cases, chats, emails, and tickets. I also helped customers understand payment status and next steps for platforms including Klarna and PayPal.
At Concentrix (Payment Company), I supported customers with card reader troubleshooting, transaction history and statement downloads, disputes, and chargebacks. I also processed refunds and arranged card reader tracking and reshipment when needed.
Earlier, I supported customers at Armatis (Amazon, Vertbaudet) and Global Exchange Payment - Ukraine, including with order issues, refunds, returns, and currency exchange. As an Online English tutor at Native Camp, I taught individual and group lessons and created personalised learning plans.
Experience
Work history, roles, and key accomplishments
Acted as the first point of contact for customers across phone, live chat, email and case queues, resolving queries with a calm, customer-first approach. Handled 50-70 customer touchpoints per day and maintained a CSAT score of 95-100%.
Delivered exceptional customer service via email, web chat, social media, and phone, troubleshooting card readers and managing disputes. Maintained a quality standard of 97-98% and processed refunds, tracked devices, and escalated issues as needed.
Customer Service Advisor
Armatis
Jan 2023 - Jul 2023 (6 months)
Provided customer support for Amazon and Vertbaudet, handling refunds, product information, and technical troubleshooting via live chat and email. Maintained high customer satisfaction by resolving issues efficiently and creating compensatory vouchers and return labels.
Online English Tutor
Native Camp
Jun 2022 - Dec 2022 (6 months)
Conducted one-on-one and group English lessons for learners of all ages and proficiency levels. Developed personalised learning plans and used virtual classroom tools to create engaging learning experiences.
Customer Service Representative
Global Exchange Payment
Jul 2019 - Dec 2021 (2 years 5 months)
Assisted customers with currency exchange via live chat, using daily rates and explaining the process clearly. Ensured transactions were accurate and handled issues calmly to provide a positive experience.
Education
Degrees, certifications, and relevant coursework
Ivano Frankivsk National Medical University
Bachelor of Science, Science
Bachelor of Science degree from Ivano Frankivsk National Medical University, completed in 2023.
Holy Family Secondary School
High School Certificate, General Studies
High School Certificate from Holy Family Secondary School, completed in 2017.
Availability
Location
PortugalAuthorized to work in
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