Jumia redefines Nigerians’ online shopping experience

Jumia, Nigeria’s no 1 online retailer is poised to consolidate on its achievements with innovative concepts that will further expand her brand equity in the business terrain after four years of pioneering the revolution that dramatically changed the face of retail shopping in Nigeria.

The online mall outlined her plans at a media roundtable and facility tour on Thursday at the company’s head office in Ikeja.
During the facility tour, Indrek Henloo, global CEO of Jumia services explained the processes involved in transferring tested and approved products from vendors and sellers, through the fulfilment centres to the final consumers.
According to Thomas Simonet, senior Vice President, Vendor Management, Jumia has 12,000 registered vendors out of which 5,000 are active and they all receive trainings and ongoing support on how to maximise visibility and sales.
“With Jumia, a young producer of garments, bags or cosmetics in one town in Nigeria, can have the opportunity of showcasing his or her product to millions of prospective customers at no cost. That is quite revolutionary.” Simonet said.

In her presentation, Chidinma Ifepe, head, Customer Operations, listed persistent customer focus in taking company decisions, swift handling and resolution of customer complaints as key factors behind the company’s outstanding customer service delivery.
“The 2015 e-commerce customer service award won by Jumia was a positive industry nod which reflected the high level of customer satisfaction achieved collectively by the entire workforce,” she said.

The management team disclosed that a partnership, which will see Jumia investing massively in supporting Nigerian brands to create more jobs and drive economic growth, would be launched in few weeks.

Omolara Awoyemi, Partner Relations Manager, spoke on various payment options that have made customers loyal to Jumia and explained how innovations like cash-on-delivery, and free returns within 7days changed the face of online shopping in Nigeria.
“What drives my team and indeed the massive acceptance of the Jumia brand is the consistent pursuit of convenient and secure payment options through a secure server. There are other new payment options like Jumia pay- direct, the book on hold plan- where orders can be made online and then payment via ATM or other payment forms.
“Other issues such as prompt processing of customer refunds, charge backs and card payment reversals as well as prompt resolution of issues relating to credit reversals, cash refunds and online pre-paid orders, have helped to ensure maximum satisfaction and retention of Jumia customers,” Awoyemi said.

CHINWE AGBEZE