Marta Zielińska
Customer Service Specialist
marta.zielinska@example.com
+48 600 000 000
Kraków, Poland
Kraków, 2 October 2026
Greenway Travel Services Sp. z o.o.
Customer Support Team
ul. Lipowa 12
30-001 Kraków
Application for the position of Junior Customer Support Analyst
Dear Hiring Team,
Your advert for a Junior Customer Support Analyst in the Kraków office mentions that the team handles around 1,500 tickets a week for clients in the UK and Ireland, and that you are looking for someone who can both help customers and notice patterns in what they ask. That combination is what I have been doing for the past 18 months, and I would like to continue it on a larger scale.
Since March 2023 I have worked as a customer service specialist at Sklep Dobry Wybór, an online home goods retailer, where I answer about 40 email and chat enquiries a day in Polish and English. I work daily in Zendesk, logging every case, tagging it and escalating complex issues to the logistics team. Over the last two quarters I kept my first response time under four hours and my customer satisfaction score at 4.6 out of 5. My English is at C1 level (Cambridge C1 Advanced, 2021), and I also correspond in English with our suppliers in Germany and the Netherlands.
The analytical side of your role appeals to me most. I hold a bachelor's degree in Economics, and in my current job I built an Excel report with pivot tables and XLOOKUP that groups tickets by contact reason. It showed that almost a third of enquiries concerned delivery dates, so we added tracking details to order confirmation emails, which reduced those questions by about 20% within two months. I am currently completing an online course in SQL basics to work with larger data sets.
I would like to bring this mix of patient customer contact and careful work with data to your team. I am available from 1 October and would be glad to talk about how I could support your UK and Ireland clients. Thank you for your time and consideration.
Kind regards,
Marta Zielińska