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Course Duration

2 years

Type of course


Campus where course is offered

ITE College West

Course Certification

Higher Nitec

Would you like to create remarkable customer experience? Everyone can provide a service but creating a “wow” customer experience requires much more. Join this course if you want a head start to Singapore's booming service industry.

You will learn to develop a customer-centric and service & safety precautionary mindset to deliver a memorable experience to customers. You will be equipped with sought-after skills like handling omni-channel communication, service experience design and customer data insights. Using digital business solutions, you will also learn to engage and delight customers with diverse needs and expectations in various service jobs like healthcare, info-communication, hospitality, banking and finance, government agencies, transport, IT, retail and other corporate businesses.

What you'll learn

  • Use business solution tools to organise data for building profiles and service plans to improve customer experience
  • Consolidate data and identify trends to anticipate customer need and service improvement
  • Conduct mystery shopping and onsite observation for internal audit of service quality and enhancement
  • Maintain accurate, detailed and updated database for the customers
  • Perform administrative tasks (billing, logging and report generation)
  • Provide quality customer service in handling enquiry and resolving multifaceted customer matters through omni-channels

Entry Requirements

GCE 'O' level grades in English Language, Mathematics/Principles of Accounts and 1 other subject:

  • Grade 1-7 in English Language
  • Grade 1-8 in Mathematics (Elementary/Additional) or Principles of Accounts*
  • Grade 1-7 in one other subject

* To be eligible for selection, you must have sat for Mathematics (Elementary/Additional).


GCE ‘N(A)’ level passes in English Language, Mathematics and 3 other subjects:

  • Grade 1-3 in English Language
  • Grade 1-4 in Mathematics
  • Grade 1-5 in 3 other subjects; and
  • A total of 19 points or less for English, Mathematics and three other subjects (ELMAB3)*

* Eligible, graduating GCE N(A) students who applied and enrolled during the January intake under the Direct Entry Scheme, will undergo 10 weeks of preparatory programme, followed by 2 years of Higher Nitec training.


Nitec GPA:
For more details on minimum entry requirements for Nitec graduates, please click here.

Students will be required to purchase a Laptop for the course. This is in addition to the course fees. Financial assistance is available to eligible students under ITE Opportunity Fund subject to terms and conditions. For more details on the minimum laptop specifications, please click here.

Progression Opportunities

Higher Nitec in Service Management graduates may apply for progression to the following Work-Study Diploma courses at ITE:

Higher Nitec in Service Management graduates with a Grade Point Average (GPA) of 2.0 and above may apply for progression to a Technical Diploma course at ITE. For more details on progression, please click here.

Higher Nitec in Service Management graduates with a GPA of 2.0 and above may also apply for progression to the first year of a related diploma course at the Polytechnics. For more details on diploma courses for progression, please refer to the Joint Polytechnic Admissions website.

Career Opportunities

Higher Nitec in Service Management graduates may seek exciting employment and career in various service trades and corporate businesses as Customer Experience Associate, Service Experience Associate, Client Experience Agent and Customer Care Associate.