Course Details Anchor Navigation


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 to contribute to Singapore's fast growing service industry.

You will learn to develop a customer-centric and service mindset to deliver a memorable experience to customers with sough-after skills like handling omni-channels, service experience design and 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, 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 customer records
  • Perform administrative tasks (billing, logging, and report generation)
  • Provide quality customer service in handling enquiry and resolving multifaceted communication 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 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 can be employed as customer support personnel in various industries like healthcare, info-communication, hospitality, banking and finance, transport, IT, retail and other corporate businesses. Some of the job titles held by graduates include Customer Experience Associate, Service Experience Associate, Client Experience Agent, Customer Care Associate.

There are excellent opportunities for career advancement to supervisory positions and beyond. The challenge is for students to upgrade their technical skills and knowledge by taking up higher-level courses.