Matko čaja
About Matko čaja
Matko Čaja serves as the Manager of Customer Care at Repsly, bringing over 20 years of experience across various industries including telecommunications and event management. He has held multiple leadership roles, notably at Deutsche Telekom and Generali, and focuses on enhancing customer engagement and operational efficiency.
Work at Repsly
Matko čaja has been serving as the Manager of Customer Care at Repsly since 2019. In this role, he focuses on enhancing customer engagement through Repsly's resource center and community. He collaborates with the partner enablement team to ensure that reseller partners worldwide are adequately equipped to provide support. His responsibilities include evaluating and implementing the right technologies and tools for customer care operations, as well as developing and reporting on team and program KPIs.
Previous Work Experience
Matko čaja has over 20 years of experience across various industries, including telecommunications, event management, insurance, and SaaS/CPG. Prior to his current role, he worked at Deutsche Telekom in multiple capacities, including Customer Process Escalation Section Group Lead and Technical Support Team Lead. He also held the position of Head of Customer Service and CRM at Generali. His diverse experience includes roles such as Project Manager at Zavarovalnica Triglav and Artist Liaison at the INmusic festival.
Education and Expertise
Matko čaja is pursuing a Bachelor's degree in Marketing and Communications Management at Visoka poslovna škola Zagreb, a program he has been enrolled in since 2014. His educational background complements his extensive professional experience, particularly in customer care and support operations. His expertise includes standardizing processes and improving collaboration across various teams, such as Quality Assurance, Product Management, and Engineering.
Career Progression
Matko čaja's career began with internships at FINA - Financijska agencija and McDonald's. He then progressed to roles at Deutsche Telekom, starting as a Customer Care Agent and advancing to Senior Customer Care Agent and Technical Support Team Lead. His leadership experience includes managing the Contact Centre at Generali and overseeing customer care operations at Repsly. His career reflects a consistent focus on customer service and operational efficiency.
Key Responsibilities
In his role as Manager of Customer Care at Repsly, Matko čaja is responsible for evaluating and implementing customer care technologies and tools. He develops and reports on key performance indicators (KPIs) for his team and programs. His work involves cross-functional collaboration to standardize processes and enhance teamwork with other departments, ensuring a cohesive approach to customer service.