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How Jumia redefines Nigerian online shopping experience with sound customer service

After four years of pioneering the revolution that dramatically changed the face of retail shopping in Nigeria, Jumia, Nigeria’s number one online shopping solution company is poised to consolidate this achievement with innovative concepts that will further expand her brand equity in Nigeria’s business terrain. The company outlined her plans last Thursday at a media round table organized for a select team of editors held at the company’s head office in Ikeja.

A facility tour preceded the roundtable meeting. The media  team visited the company’s training and customer service facility in Yaba, Lagos as well as the warehouse and fulfillment centre in Ikeja, Lagos.

At the warehouse, the global CEO of Jumia services, Indrek Henloo took the team round various segments where they received first hand information on the storage, transfer and delivery processes involved in ensuring that every online purchase is a satisfying experience for every customer. Henloo also explained the processes involved in transferring tested and approved products from vendors and sellers, through the fulfillment centres to the final consumers.

At the special roundtable anchored by the Head of Marketing, Simone Bartlett, various Jumia team leaders presented their teams’ activities and plans to propel the organization to greater heights of the delivery of first class services to customers. Jumia Nigeria Chief Executive Officer, Mrs. Juliet Anammah and her team took time to answer diverse questions from the journalists during the roundtable.

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

 

 

 


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