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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 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. 

For general queries on the course, please email or call 6590 2435. 

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

Subject Grade
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).



One of the following Nitec qualifications:

  • Nitec in Asian Culinary Arts
  • Nitec in Beauty & Wellness
  • Nitec in Business Services
  • Nitec in Food & Beverage Operations
  • Nitec in Hospitality Operations
  • Nitec in Hair Fashion & Design
  • Nitec in Pastry & Baking
  • Nitec in Retail Services
  • Nitec in Travel & Tourism Services
  • Nitec in Western Culinary Arts
 Pass in Nitec


Progression Opportunities

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.

Higher Nitec in Service Management graduates may apply for progression to related ITE Work-Study Diploma (previously known as Work-Learn Technical Diploma).


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.