Master in Customer Service Management is a programme specially designed to prepare the customer service executives with new knowledge and insights in the field of customer service management. This programme leverages on the unique integration of various disciplines such as service management, information technology, and communication to ensure the graduates are equipped with all the necessary skills and knowledge to prosper in the industry.

An important part of our value proposition is also the invaluable international network of academics and business practitioners who are involved in developing and participating in this programme.

This program is designed

  • to provide students with cutting edge knowledge & insights to take customer service management into the 21st century
  • to leverage on transdisciplinary integration in building the requisite skills & knowledge to take the industry to the next level
  • to successfully navigate the practical landscape of customer service management through the effective application of theory into practice
  • to deepen students' knowledge of applied customer service management to undertake practical fieldwork leading to a doctoral degree

The primary objective of this programme is to develop wholesome individuals at the graduate level who are capable of leveraging the relationship between the organization and the customer. The diversified course content developed in this program will indeed prepare graduates to become customer service representatives who are equipped with knowledge and skills in the area of leadership and strategic management, service management, marketing, quality management, communication, people management, and research management.

The niche of the program is concerning the management of the relationship between organizations and customers so that both parties could optimize the benefits gained from it. Having this in mind, the following are some of the suggested positions graduates can apply for upon the completion of this programme:

• Customer Service Executive
• Corporate Communication Executive
• Marketing Executive
• Quality Assurance Executive
• Administrative Executive
• Executive in Tourism Industry
• Executive in Health Related Business
• Executive in Banking Industry
• Executive in Training and Education Business
• Executive in Logistic Services

• Research Methods
• Corporate Leadership and Strategic Management
• Customer Behaviour in Service Environment
• Service Marketing
• Conflict Management & Service Recovery
• Customer Relationship Management
• Quality Management
• Customer Service Management
• Dissertation
• Contemporary Issues in Customer Service
• Organisational Communication

  • Bachelor’s Degree (Hons) in related fields of study from UiTM or other universities recognized by UiTM Senate (minimum CGPA 2.75)
    OR
  • Bachelor’s Degree in related fields of study from universities recognized by UiTM Senate (minimum CGPA 2.50) WITH at least 5 years of working experience in executive level
    OR
  • Other qualification equivalent to Bachelor’s Degree (Hons) in related areas recognized by UiTM Senate
    OR
  • Passed level 7 accreditation of Prior Experiential Learning (APEL) evaluation from Malaysian Qualifications Agency (MQA)
    • Malaysians citizen only
    • 30 years old and above upon application
    • Has working experience on related areas
    • Recognized Diploma/ A-level/ Equivalent Qualifications

Full-Time

Year 1

Semester 1

  • Corporate Leadership & Strategic Management
  • Customer Behaviour in Service Environment
  • Service Marketing
  • Research Methods

Semester 2

  • Customer Relationship Management
  • Quality Management
  • Conflict Management & Service Recovery
  • Customer Service Management

Year 2

Semester 3

  • Dissertation
  • Contemporary Issues in Customer Service
  • Organizational Communication

Part-Time

Year 1

Semester 1

  • OSM701 - Research Methods
  • OCS713 - Customer Behaviour in Service Environment
  • OCS712 - Corporate Leadership and Strategic Management

Semester 2

  • OCS714 - Service Marketing
  • OCS732 - Conflict Management and Service Recovery
  • OCS731 - Quality Management

Year 2

Semester 3

  • OCS734 - Customer Service Management
  • OCS730 - Customer Relationship Management
  • OCS773 - Contemporary Issues in Customer Service

Semester 4

  • OSM740 - Organizational Communication
  • OCS772 - Dissertation
  • Full time (1 ½ years)
  • Mode Part-Time (2 years)

• Local: approximately RM 6,328 for three semesters
• International: approximately RM 12,500 for three semesters 
* Fees are subject to change

To apply, please visit:
http://www.online.uitm.edu.my/ipsis

Program Code - BA734