Would you like to put a smile on someone’s face by helping to improve customer service levels?

This course allows you to learn to develop a customer-centric and service mindset to deliver a professional experience to every customer. In addition to routine administrative functions, you will also learn to manage customer contact solutions and use customer relationship management to profile and anticipate customer needs.

Acquire knowledge and skills which are highly relevant to the industry

• Handle Oral and written communication in a business/workplace environment.
• Provide quality customer service.
• Produce office documents using common software packages.
• Manage inbound/outbound channels and calls.
• Manage sales calls.
• Obtain and maintain records of contacts, accounts and orders.
• Manage customer issues.
• Manage customer request and enquiries through new media.
• Support call-centre applications development.

Gain valuable first-hand experience

• Opportunity for real-work exposure through an industry attachment

MODULE OBJECTIVES

Core Modules

• Essentials of Communication I
• Information Technology
• Business Environment
• Service Excellence
• Principles of Marketing
• Event Administration and Operations
• Essentials of Communication II
• Contact Centre System and Operations
• Customer Relationship Management
• Customer Service Applications
• New Media for Service Marketing
• Industry Attachment

Life Skills Modules

• Personal and Professional Development I & II
• Interdisciplinary Studies I & II
• Sport and Wellness I & II

Electives (Course Specific)

• Corporate Image and Etiquette
• Principles of International Commerce

Electives (Inter-disciplinary)

• Entrepreneurship

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.

Career Prospects

Higher Nitec in Business Studies (Service Management) graduates can be employed as customer support personnel in various industries like telecommunications, banking and finance, transport, IT, retail and other corporate businesses. Some of the job titles held by graduates include Customer Service Representatives, Customer Service Agents, Contact Centre Agents and Customer Care Representatives.

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.

Entry Requirements

To apply for the Higher Nitec in Business Studies (Service Management) course, you need to have:

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

Or

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

*GCE N(A) school leavers, who applied during the January intake under the Direct Entry Scheme, will undergo 10 weeks of preparatory programme followed by 2 years of Higher Nitec training