Jumia Redefines Customer Experience with Modern Technique


In line with its commitment to ensure that visitors to its website have a world class experience; Jumia, Nigeria’s number one online shopping solution company has embarked on a campaign to engage and educate Nigerian shoppers on the value and convenience that shopping online can offer in the present economic climate. The campaign was revealed along with Jumia’s innovative techniques to members of the media during a facility tour and management session held at its Lagos office.

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The campaign, tagged Jumia Smartshopper taps into with the rich collective wisdom of local proverbs that have been passed down through generations and kept Nigerians grounded and optimistic through many challenges. Jumia celebrates this collective wisdom and also reminds Nigerians that it is the small but smart daily decisions we make that create a better future for us.

The management session which was led by the Chief Executive Officer, Mrs. Juliet Anammah, Senior Vice President Vendor Management, Mr. Thomas Simonet, Head of Marketing, Simone Bartlett and other top management members provided the opportunity to share the success story of the company as well as reveal some of the innovative ideas that will be unveiled in the coming months.

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Giving a detailed narrative, Chidinma Ifepe, Head of Customers Operations presented various innovative programmes and customer centered activities that have energized the brand to its present level. She explained how the team’s constant focus on improvement in customer relations grew customer satisfaction from a level where about 60 percent of Jumia’s customers expressed full satisfaction to the current satisfaction levels of over 80 percent.

Ifepe also revealed that the 2015 e-commerce customer service award won by Jumia reflected the high level of customer satisfaction achieved collectively by the entire workforce. The persistent focus on the customer as well as swift handling and resolution of customer complaints were factors she identified as key factors behind the company’s outstanding customer service delivery.

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Omolara Awoyemi, Partner Relations Manager spoke on various outstanding payment options that have made Jumia the darling brand of online shoppers in Nigeria. She explained how innovative services implemented by Jumia like the cash-on-delivery payment plan and the right to return products within 7 days changed the face of online shopping in Nigeria.

Awoyemi stated that what drives her team and indeed the positive acceptance of the Jumia brand is the consistent pursuit of a convenient and safe payment option through a secure server. She revealed other payment options like the Jumia pay- direct which is a payment plan on the Jumia website where as soon as authentication is done once, revealing account details subsequently becomes unnecessary. The Book on Hold plan is another option where orders can be made online while payment is done via ATM or other payment options preferred by the customer within an agreed space of time.

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She also explained that other strategic issues like prompt processing of customer refunds, charge backs and card payment reversals as well as prompt resolution of all issues on credit reversals, cash refunds and online pre-paid orders have helped to ensure maximum satisfaction and retention of Jumia customers.

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